Initial major incident comms are so important to fast engagement of technical teams and to alert stakeholders, yet many people struggle to meet the initial 15 minute deadline. We talk about the most common reason people fail to hit the comms target. 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. www.majorincidentmanagement.com Connect with MIM® Linkedin Youtube Facebook Twitter...
How do you deal with 100+ people on a Major Incident bridge call? We discuss non contributors and large bridge calls in this video. 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. www.majorincidentmanagement.com Connect with MIM® Linkedin Youtube Facebook Twitter Signup for the newsletter MIM® Podcast Listen on itunes Listen on Spotify Listen on Sticher Listen on...
The initial handover from the Service Desk to the Major Incident team is speed and ultimately a reduction in downtime. If not done properly we delay engaging technical teams and resolution. In this video we discuss how to support the Service Desk and get better handovers. 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. www.majorincidentmanagement.com Connect with MIM®...
When we run Major Incidents, we issue comms to Stakeholders. It's been that way for decades. However, even the most experienced Major Incident Managers can become complacent with the why and the content of their communications. Why do you think you communicate during Major Incidents? Take a moment. What is the purpose? Hopefully, you got something along the lines of Stakeholder confidence. To establish and maintain stakeholder confidence. Let's take that a step further; why do we want to establish and maintain stakeholder confidence? It is a fundamental part of our role to instil confidence in others, so you can assure them that we and the operation are doing everything required to resolve the Major Incident. And, when stakeholder confidence...
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...
