The ITIL® core volume Service Operation is not particularly helpful with regard to Major Incidents. It basically says: “A separate procedure, with shorter timescales must be used for ‘major’ incidents. A definition of what constitutes a major incident must be agreed and ideally mapped onto the overall incident prioritization scheme – such that they will be dealt with through this separate procedure.”
In our recent “Managing Major Incidents” workshops we have had an opportunity to discuss the topic with a good cross-section of IT professionals; to present our thoughts and; perhaps more importantly, gain valuable feedback as to what represents best practice in the field. What follows is our distillation of that best practice and a corresponding process flow to help support it.
1. Be clear what your organisation means by “Major Incident”
2. Appoint one person (preferably the Service Delivery Manager) to determine the severity of the MI and to invoke the MI process if appropriate.
3. Gather together a “war cabinet” of key people to help ensure that adequate, appropriate resources are made available to speedily resolve the MI.
4. Make certain that any escalation to the business can happen speedily and effectively.
5. Place the Disaster Recovery team on stand-by.
6. Be prepared to de-escalate as a solution emerges.
More information, including a practical process flow and narrative that we believe represents industry best practice in this particular area, is available from the Sysop Resource Centre http://www.sysop.co.uk/your-account/downloads.
You will need to log-in, and possibly register, on the website to access the downloadable resources area. Once there, you will see the categories of downloadable resources, the first of which is “Articles”. Click VIEW RESOURCES and you will see that the first two articles are the Major Incident Process Flow and Managing Major Incidents narrative.
Stuart Sawle August 2014
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