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 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