The 3 Phases of a Major Incident

Note: The Best Practice in IT Major Incident Management and it’s components are a framework and your organisation’s other existing processes should be considered when incorporating Major Incident Management into Operations. Whilst the primary objective of Major Incident Management is…

Should you take time to validate major incidents?

Before fully directing all of the operation’s resources, people and activities, it is best practice to validate the major incident. However, our advice would be to engage the primary Technical Resolver Group before validation in order to avoid losing essential…

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 •…

Major Incidents – 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…

The different types of Major Incident Management models

There are several IT major incident service models. The end goal is always the same, but some of the people and their roles may vary depending on how your IT operations are organised and serviced. For the purposes of this…

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…

What is a major incident

Let us start by addressing what a major incident is in the context of IT services. We define a major incident as an event that creates a significant, negative impact or urgency for a business or organisation. They demand a response, strategy…

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…

Core principles of best practice Major Incident Management

Whilst the 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…