In this video we talk about the most common mistakes that Major Incident Managers make.
About MIM®MIM® is the professional body dedicated to Global Best Practice for IT Major Incident Management®.We are transforming the way companies, professionals and IT Operations, reduce major incident downtime.Our methods and techniques save millions for companies around the globe, supports leading IT specialists and maximises collaboration.With clients in more than 95 countries, including the world’s largest business and consumer brands, we drive major incident innovation to protect businesses.
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The Service Desk is a vital part of Major Incident Management. They are often the inception point for major incidents. The quantity and quality of information they capture and hand over to the major incident practice determine many things, that ultimately, have a huge impact on the successful management of the major incident. If we fail, as an operation to effectively capture the right information, and the right level of information at the start of a major incident then we cannot manage stakeholder confidence via sending quick, effective comms that inspire confidence, and we may not know which Technical Resolving Groups to engage. Costing us valuable time. When Service Desk handovers to the Major Incident Team are of poor quality...
In MIM®'s Global Best Practice in IT Major Incident Management® Training and Certification programmes we teach psychometric profiling for better communication and leadership outcomes. We discuss what psychometric profiling is and how it can help you to be more effective. About MIM®MIM® is the professional body dedicated to Global Best Practice for IT Major Incident Management®.We are transforming the way companies, professionals and IT Operations, reduce major incident downtime.Our methods and techniques save millions for companies around the globe, supports leading IT specialists and maximises collaboration.With clients in more than 80 countries, including the world’s largest business and consumer brands, we drive major incident innovation to protect businesses. www.majorincidentmanagement.comwww.mimcloudacademy.com Connect with MIM® Linkedin Youtube Facebook Twitter Signup for...
Note: The Best Practice in IT Major Incident Management and it’s components are a framework and your organisation’s other existing processes should be considered when incorporating Major Incident Management into Operations. Whilst the primary objective of Major Incident Management is to restore normal service to End Users, there are three phases that have sub objectives that contribute to the primary objective. The three phases of the Best Practice Major Incident management Process: The initial 15 minutes (of major incident identification) The post 15 minutes (n.b. this can last hours or sometimes days) The resolution (and closure of the major incident) The initial 15 minutes phase In the initial 15 minutes of major incident identification the key objectives are: Validation (that there...
Let us start by addressing what a major incident is in the context of IT services. We define a major incident as an event that creates a significant, negative impact or urgency for a business or organisation. They demand a response, strategy and direction beyond the capabilities of a standard incident management processes. Example 1: The value of Major Incident Management for large organisations Take a major retailer as an example… Many large, well-known major retailers rely on self-service point of sale devices and point of sale terminals to take payment for goods. In busy periods they may take around £4,000 of transactions per second. That equates to £240,000 per minute and £14,400,000 per hour. That is a substantial loss of earnings for every...
