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ITSM MIM Procees Presentation Flipbook PDF
ITSM MIM Procees Presentation
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Major Incident Management IT Service Management
Table of Content
1
What is Major Incident Management
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4 Main Stages of a Major Incident The MIM Process at Scholderer
Open Topics
Major Incident Management - Overview It's Monday morning and things are pretty normal at our service desk. Suddenly, we get an alert ticket that a critical service is down, and within the next 15 minutes we start getting an influx of tickets reporting the same issue. It could be that our website is down, our point-of-sale software has stopped working, or something even more far-reaching, like a complete site being lost or security leach resulting in servers being inaccessible. When our business is severely impacted by an IT issue causing loss of revenue and/or reputation, we have a major incident at your hands. How we react to a major incident makes all the difference in minimizing the impact of the incident and bringing services back up. As they say, time is money, and in this case, that couldn't be truer. If our organization has a major incident management (MIM) process in place, we can swiftly respond to and resolve major incidents. If we don't have such a process in place, it's time to draw up an emergency response plan every time. We don’t want that !
What is a Major Incident ? The stakes of a major incident are higher than ever before, and according to a study by Information Technology Intelligence Consulting, 98 percent of organizations lose at least $100,000 from an hour of downtime. This reinforces the importance of setting up a MIM process that can effectively and efficiently tackle major incidents. Every organization aims to eliminate major incidents, but the bottom line is that major incidents are impossible to prevent completely and the only thing we can do is be prepared for them. In this guide, we'll look at how we set up an effective MIM process, preventing common mistakes that can affect our organization's MIM, and best practices for improving our MIM process over time. But first, what makes an incident a major incident?
What is a Major Incident (2) ? A major incident is a high-impact, urgent issue that usually affects the whole organization or a major part of it. A major incident almost always results in an organization's services becoming unavailable, which causes the organization's business to take a hit and ultimately affects its financial standing. There are two ways a major incident can affect an organization's services: •
By preventing clients from accessing the organization's services.
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By disrupting employees' ability to complete their work on time, leading to a business disruption.
Our well-prepared service desk is equipped to assess major incidents and come up with solutions or workarounds to reduce and control the impact of a major incident.
The general 4 stages of a major incident Major incidents are considered to have 4 main stages, namely: •
Identification; Declaring the major incident & Informing stakeholders
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Containment; Assembling the major incident team; assigning a Major Incident manager; Out-ofHours Ticket handling;
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Resolution; Implementing the resolution plan as a change
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Maintenance; Performing a post-implementation review; Measuring metrics
On the following page we present the Major Incident Management Processes that we have implement !
Elements of our Major Incident Management