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Friday, March 16, 2012

More on Incident Management

The following are some important concepts you need to know about Incident Management


Timescales for Incident handling and triggers for escalation must be agreed and documented in the SLA. Performance against SLA can then be measured and reported. Tools can be configured to enable automated escalation in accordance with the agreed timescales.

Incident Models:

The adoption of Incident Models is a method of standardizing and automating, if possible, the approach to groups of similar Incidents. An Incident Model is a defined set of steps to be undertaken. Incident Model details can be input into the Incident handling tools.

Major Incidents:

Different organizations will have different definitions for what constitutes a Major Incident. For some organizations, the trigger for ‘calling’ a Major Incident is when a certain number of users have been impacted. For other organizations, the trigger may be the actual or potential financial loss from the loss of service. If the actual or potential financial loss is over a certain amount, the Incident becomes Major. For some business areas in some industries, there may be risk of injury or loss of life if particular services are not available. Again, this may be the trigger for the Incident becoming Major. Reputational damage to the organization can be another trigger.

Larger organizations may have dedicated Major Incident Management teams available 24/7 who take control of Incidents that have been designated Major. One of the important roles that Major Incident Managers undertake is to protect those (frequently IT Operations Management, Technical Management and Application Management staff) who are trying to restore service from the communication demands being made on them. During a Major Incident, there will be many demands and requests for updates which need to be managed. Major Incident Management teams will have established routes for communication and escalation.

A Major Incident Management process is similar to the Incident Management process, but is progressed with greater urgency and with higher profile within the organization. Activities undertaken must still be logged, but the focus is on restoring the service as quickly as possible with the minimum of disruption.

Prev: Introduction to Incident Management

Next: Incident Management Process Flow

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