![]() ![]() Let’s walk through this step-by-step so we can get a better handle on things. No one knows what’s going on and people are starting to get panicky. ![]() We’ll pick X up once the immediate issue has been contained.” “Thank you for your feedback but we need to focus on the fix effort. You can deal with the person ranting and raving later. Your goal is to protect your people and de-escalate the situation. Here are some suggestions for what to say to keep things calm: SituationĪ senior person is ranting at your techies (just to be clear ranting is never acceptable, but you can handle that later). When dealing with multiple stakeholders, things can also get tense. Remember that people are stressed and under pressure and sometimes the situation is less than ideal. The tone you’re looking to set here is brisk, efficient, and kind. So, it’s really important that the call stays on track. When working through the fix effort, you’ll often end up on a conference call or Skype sessions that seem to be attended by a cast of thousands. ![]() Your role as Major Incident Manager is to coordinate and smooth things over, with your service desk and support teams your superheroes swooping in to save the day. Think of yourself as Nick Fury or Maria Hill with your support teams as The Avengers ( Avengers: Endgame, OMG). Make sure that you’ve assembled all the key teams such that nothing is missed and you can figure things out quickly. Loop back around to your support team and start pulling together an action plan. Any workarounds or self-help information.When communicating major incidents, ensure that you include the following: If you have any workaround information, make that front and center to people. When issuing communications make sure they’re as clear and easy to understand as possible. For example, engaging your compliance and legal teams if you do need to deal with any external parties. Make sure that the right people speak to the right stakeholders. Fraught business stakeholders and service delivery managers.In a major incident situation, you may have to communicate with some or even all of the following: So, make sure you’re primed to tell the right people, the right information, at the right time when a major incident strikes.įirst off, let’s deal with the who. However, the reality is often that it’s very hard to be perfect at everything all the time. ![]() In an ideal world, you’ll have a list of people who need to be notified in the event of a major incident and your communications are templated, automated, and professional. Get the basics covered such that you’re able to answer all (or at least most) of the questions you’ll be asked by your customer(s) and senior management when you make them aware of the issue. What is a realistic time for promising an update?.Is the IT service desk able to cope with the current volumes of related calls?.Do we need to involve disaster recovery capabilities?.Are there any legal or compliance risks we need to raise?.Are there any security issues that we need to raise?.Do we need to notify any onward customers?.When did this start happening? Was there any change activity around the time?.Do we need to make other support teams aware?.What support team is looking at it? Do we have the right people engaged?.What user base is affected? Is it a specific team or location, or is it everyone?.Sounds dramatic I know but this is a very real issue, particularly if the incident is related to something like generators, UPS maintenance, or mains electrical work. Is everyone safe? Are there any immediate hazards? First and foremost, look after your people and ensure that everyone is away from any potential danger.This isn’t an exhaustive list, but here are the key questions to ask such that you can get a handle on things: The first thing you need to do when dealing with a major incident is to ensure that you have all the facts. To help, this blog looks at ways of managing them effectively and offers up 7 tips for a better major incident management capability. ITIL 4 defines them as: “An incident with significant business impact, requiring an immediate coordinated resolution.” And by their very nature, major incidents are challenging. They’re the boogiemen of IT issues, which adversely affect business operations and outcomes. ![]()
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