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How are major incidents identified

It is imperative that processes are in place that ensure a major incident is identified. Typical alert and identification scenarios include: The Service Desk notices a large volume of similar incidents that seem connected to a single issue End users contact the Service Desk or use a self-service portal to notify the Service Desk of a critical service outage Event monitoring alerts business-critical services that there is a failure or potential failure  Technical Resolving Groups identify a major incident or potential major incident during routine maintenance work.

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3 ways you are damaging your career as a Major Incident Manager

A career in Major Incident Management is exciting and can be high profile. You engage with nearly all of the Operational staff at different stages, with your communications reaching the entire End User community, including C-suite Executives. Whilst the role can be thrilling, it is also easy to let a few bad habits seriously impact on your credibility and career. Here are 3 common mistakes to keep a check on and avoid:   1 . Don’t think win/lose, think win/win It can be difficult to strike the right balance; your primary objective is to restore normal service operations as quickly as possible, and often that means being assertive. However being too dominant with Technical Staff might get you the result...

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