The objective of Major Incident Management is to restore normal service operation, as quickly as possible via workaround or permanent fix, whilst maintaining Stakeholder confidence.
In the latest version (2020) of MIM®'s | The Global Best Practice in IT Major Incident Management® this is the primary objective of Major Incident functions.
Interestingly previous versions of the objective did not include stakeholder confidence, although the training did focus on stakeholder relationships and leadership skills for Major Incident Managers. It was not included in the primary objective.
The primary objective of Major Incident Management® in earlier versions of our Global Best Practice in IT Major Incident Management® Training and Certification programme: namely 2016, 2017 & 2019.
The objective of Major Incident Management is to restore normal service operation, as quickly as possible via workaround or permanent fix.
The difference seems minor with the addition 'whilst maintaining Stakeholder confidence.' Yet the sentiment is extremely important.
Following the Major Incident Process is relatively simple, yet managing many relationships with diverse groups of people who are geographically dispersed comes with far more complexity. This is a critical success factor for Major Incident functions and leaders.
when we loose the confidence of Stakeholders all kinds of short and long term issues begin to occur. For example:
- Service Managers go directly to the Technical Resolving Groups bypassing the Major Incident Manager leading to longer outages as the Technical Staff are interrupted.
- Members of the leadership team take over control of Major Incident bridge calls.
- Customer satisfaction decreases and eventually customers pull contracts with service providers, or in-house IT functions may be outsourced.
Learn more about The Global Best Practice in IT Major Incident Management® and how thousands of professionals and companies are evolving their Major Incident services.