Best Practices in Major Incident Management
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This report examines the challenges and best practices for automating the communication process to resolve major IT incidents as quickly and effectively as possible.
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Best Practices in Major Incident Management
- 1. Major Incident Management The definitive guide to resolving critical IT incidents fast Best Practices in
- 2. 2Confidential and Proprietary 28/31/16 45% of IT professionals reported their business down just 15minutes or lessis impacted if IT is of those surveyed said poor incident communication increases downtime 91% DID YOU GET IT? NO I’M ON PTO! WHO HAS IT? IT’S NOT MY JOB I DON’T KNOW 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 click on a mobile device 85% WILL JOIN UNAVAILABLE WE NEED YOU ON THE CONFERENCE BRIDGE RIGHT NOW FOR A MAJOR ISSUE INVOLVING ACME CORP.
- 3. 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
- 4. 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 SLAMANUAL COMMUNICATION MANUAL COMMUNICATION Before After 35 RESTORE30 RESOLVE520 TRIAGE5 120 SLA NUMBER OF CALLS NUMBER OF CALLS
- 6. 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.
- 7. 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
- 8. 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
- 9. 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.”