Major Incident Management is the process of managing and resolving incidents that have a significant impact on an organization’s operations, services, or reputation. These incidents can be caused by a wide range of factors, including IT failures, security breaches, natural disasters, or other disruptive events.
The goal of Major Incident Management is to minimize the impact of the incident and restore normal operations as quickly as possible. This requires a coordinated and structured approach to incident management that involves multiple stakeholders, including IT teams, business units, and external vendors or partners.
The Major Incident Management process typically involves the following steps:
- Identification and Assessment: Identifying the incident and assessing its impact on the organization’s operations, services, and reputation.
- Communication and Notification: Communicating the incident to stakeholders, including senior management, IT teams, and business units, and providing regular updates on the status of the incident.
- Escalation and Mobilization: Escalating the incident to the appropriate teams and mobilizing resources to manage and resolve the incident.
- Investigation and Diagnosis: Investigating the incident to determine the root cause and identifying the necessary steps to resolve the issue.
- Resolution and Recovery: Resolving the incident and restoring normal operations as quickly as possible, while minimizing the impact on the organization’s operations, services, and reputation.
- Post-Incident Review and Reporting: Conducting a post-incident review to identify areas for improvement and reporting on the incident to stakeholders, including senior management and regulatory authorities.