03e - Major Incident Management

Major IT Incidents have a high impact on the client's business operations and must be resolved as quickly as possible. Frequently, several different teams of engineers, including vendors, are at work on different aspects of the outage. Incident Managers must synchronize the efforts of all involved to ensure timely resolution. On an ongoing basis, the Incident Manager must keep the client up to date on the proposed service restoration approach and progress towards resolution. Module 800-1121-03e, Major Incident Management, provides the process framework for major incident planning, ongoing coordination, status updates, and closeout. Typically, this process is executed in tandem with Tier 2 Incident Resolution, which covers troubleshooting and service restoration.

• Integrated response to major incidents, enabling service restoration as rapidly as possible

• More effective communications during serious outages

• Greater client satisfaction with escalated incidents

• Module overview plus 6 pages of detailed 11 x 17" process maps in hard copy and PDF format

• Personalized for your company; see details and license agreement below