Whilst the Global Best Practice IT Major Incident Management Publication provides detailed processes, activities, guidance, tools and more, there are some core principles on which the framework exists.
These principles are intentionally clear and simple. They should guide individuals and organisations behaviour during a major incident.
The core principles of Best Practice IT Major Incident Management
Restore normal service operation as quickly as possible via workaround or permanent fix
Do so in a customer centric way that inspires confidence in End Users
Through inspiring leadership and communication, maximise collaboration and maintain positive relationships, both internally and externally
Whilst constantly evolving and improving the Major Incident Management service
Snippet: We reviewed over 200 job ads for the top jobs, CEO, CIO, Managing Director, IT Director and Head of Service Delivery to identify the most sought-after skills and how it relates to the skills and knowledge acquired by Major Incident Managers and positions them for career success. The article: It has long fascinated me that those that succeed in IT Major Incident Management often go on to succeed long-term in their careers. If I had to provide a solid guess at why that is, it would probably be something along the lines of: At it’s core, Major Incident Management is about Leadership, further to that, it is mostly about the leadership of people and resources who are not in...
In the context of IT Services Major Incident Management is an all-encompassing term. It describes the: Process – The series of steps and actions taken in order to achieve service resolution and restoration of ‘business as usual’ services. Function – Your organisation’s Major Incident Management function is formed by the roles that perform the processes. These can be individuals, a department or multiple departments. Service – The combination of roles and processes delivered to an end-to-end Major Incident Management service. So, IT Major Incident Management is the process, people, and resources an organisation utilises to manage a major incident. To learn what a major incident is click here. It is worth noting that Major Incident Management is different to Crisis Management. Let us...
No matter how good or how robust your IT infrastructure and systems are, incidents and major incidents are inevitable. The more complex your IT environment, the more likely a major incident is to occur.
Some of the more common reasons that major incidents occur include:
Increased demand or load
Failure of IT assets
Changes made to the IT environment
Human error
Configuration conflicts
