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Major Incident Management The definitive guide to resolving critical IT incidents fast Best Practices in

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Page 1: Best Practices in Major Incident Management

Major IncidentManagementThe definitive guide to resolving critical IT incidents fast

Best Practices in

Page 2: Best Practices in Major Incident Management

2Confidential and Proprietary 28/31/16

45%of IT professionals reported their business

down just 15 minutes or lessis impacted if IT is

of those surveyed said poor incident

communication increases downtime91%

DID YOU GET IT?

NO I’MON PTO!

WHOHAS IT?

IT’S NOTMY JOB

I DON’TKNOW SR. MGMT

NEEDS AN UPDATE LIKE

NOW!

of the IT pros said they have ignored IT

alerts and communications

41%P3

P1

P2

P3

P2

P3

P1

P2

P2

P1

P1

P2

P2

P3

P2

P1

P1

P2

P3

P3

P1

P3

P3

P3

said issue resolution would be accelerated by a response system that initiates steps with a single clickon a mobile device

85%WILL JOIN

UNAVAILABLE

WE NEED YOU ON THE CONFERENCE BRIDGE RIGHT NOW FOR A MAJOR ISSUE INVOLVING ACME CORP.

Page 3: Best Practices in Major Incident Management

3

What Is a Major Incident?

With so much riding on IT, it is no longer good enough to say, “I know it when I see it.” And yet, each company will have its own exact definition based on three criteria:

• Urgency: effect on deadlines

• Impact: impact to the business

• Severity: impact to end users

Confidential and Proprietary

Page 4: Best Practices in Major Incident Management

4

Intelligent Communication – Reduce Mean Time to Restore

Confidential and Proprietary 48/31/16

20 ENGAGE 20 TRIAGE 45 FIND & ASSEMBLE 30 RESOLVE 35 RESTORE

120

SLAMANUALCOMMUNICATION

MANUALCOMMUNICATION

Before

After35 RESTORE30 RESOLVE520 TRIAGE5

120

SLA

NUMBEROF CALLS

NUMBEROF CALLS

Page 5: Best Practices in Major Incident Management

5Confidential and Proprietary

https://www.xmatters.com/resource/cox-enterprises/?utm_campaign=MIM-best-practices&utm_medium=social&utm_source=slideshare1a
http://info.xmatters.com/2015-Website-NBN-Webinar_LP.html?utm_campaign=MIM-best-practices&utm_medium=social&utm_source=slideshare1b
Page 6: Best Practices in Major Incident Management

6

Steps to Restoration:

Confidential and Proprietary

Identify: A support rep spots a major incident.Engage: The rep alerts the major incident managers on duty.Triage: A major incident manager verifies the incident.

Assemble: The incident resolution team gathers.Resolve: The team restores service.Post Mortem: The MIM team reviews the process.

Page 7: Best Practices in Major Incident Management

7

The Need for Better Communication

ITIL, DevOps and ITSM processes have created great efficiency gains

Most organizations have absorbed that efficiency – looking for more

Communication is the next opportunity for innovation

Confidential and Proprietary 78/31/16

Page 8: Best Practices in Major Incident Management

8

Our Customers’ Experience

Reduce Mean Time to Respond by 70%

Reduce Resource Engagement times by 95%

Reduce Service Desk Call Volumes by 75%

Improve Alert Acknowledgement to 97%

Confidential and Proprietary 88/31/16

Page 9: Best Practices in Major Incident Management

9

A Cautionary Tale:

Confidential and Proprietary

A major U.S. retailer announced that it had suffered a data breach. Its security software had detected the attack and sent an alert months earlier, but IT employees missed them. “They are bombarded with alerts,” said Shane Shook, an executive with Cylance Inc. “They get so many that they just don’t respond to everything. It is completely understandable how this happened.”

Page 10: Best Practices in Major Incident Management

10Confidential and Proprietary

http://info.xmatters.com/2015-Major-Incident-Mgmt-Report-LP.html?utm_campaign=MIM-best-practices&utm_medium=social&utm_source=slideshareconclusiona
https://www.xmatters.com/resource/kellogg-cuts-resolution-times-by-80/?utm_campaign=MIM-best-practices&utm_medium=social&utm_source=slideshareconclusionb

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