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Major Incident Roles and Responsibilities – Who is involved and what do they do?

  Major Incidents will require the focus and efforts of many individuals within your IT Operation. Detailed here are the roles involved and an overview of their remit when a major incident occurs. Every Operation is different and this is to be used as a framework, not necessarily verbatim. The Service Desk  The Service Desk is the main point of contact for affected end users during service outages or degradation. Contact with the Service Desk is in the form of requests and reporting of incidents. The Service Desk is usually the first team to be made aware of a potential or actual IT major incident. During major incidents it should provide updates to the end users by way of announcements...

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Core principles of Global Best Practice Major Incident Management®

  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  

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Does a career in Major Incident Management set you up for long term career success?

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...

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What is IT Major Incident Management

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...

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Why do major incidents occur?

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

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