mir template guide basis technologies
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MIR Template Guide Basis TechnologiesTRANSCRIPT
SAP Major
Incident Report
Template Guide
Major Incident Reports are critical to ensuring that the root-cause of high severity SAP issues are properly understood.
More importantly, a good MIR helps ensure that your
recommendations and next steps are
documented to prevent future business disruption.
First, restore service – get the business back on its feet.
As soon as you’re operational again, get straight into your Major Incident Report.
* The faster you restore service, the faster you can focus on the root cause
*
Here’s a quick, easy guide to using our
Major Incident Report Template
DOWNLOAD TEMPLATE
Issue summary
The audience of the Major Incident Report may not necessarily be the same people involved in the resolution, so it’s important you use simple, business friendly language where possible.
Include… What the issue was Who it impacted What that impact was
Root Cause
Document your understanding of the root cause.
Don’t be surprised if many of your Major Incidents fall into to the ‘People’ category.
80% of unplanned outages are due to ill-planned changes made by IT staff. Behr K., Kim G., Spafford G., (2005) Information Technology Process Institute, The Visible Ops Handbook: Implementing ITIL in 4 Practical and Auditable Steps, (p10-24)
Resolution Summary
Summarize how the issue was resolved.
Include the following where applicable…
Workarounds to restore service
Change Requests required to restore service Timeline of events along with any waiting time
Likelihood of recurrence
How likely is this issue to happen again in a given timeframe?
This will help to drive out the urgency of delivering any recommended next steps.
Recommendations
Use this section to detail how you will avoid the issue happening again.
Next Steps
This is probably the most important section of the Major Incident Report.
This is where you outline actions required to deliver your recommendations.
Keep things on track by clearly defining owners and required completion dates.
Most of the time, Major Incidents recur simply because the next steps are either forgotten or not tracked.
Or, they just don’t seem as important once the dust has settled.
Problem Ticket
Create a problem ticket at the end of a Major Incident.
This will make it easy to track the completion and review of the MIR - and will ensure you
deliver those all-important Next Steps.
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The Major
Incident Report
Template
