Managing major incidents
For an IT operations team, Major Incident Management is a critical and an urgent process that demands deep analysis and a team of specialists to work on it. Because major incidents cause widespread disruption in a service and potential impact on the business, organizations need to establish a robust major incident management process which is appropriately supported by data.
Watch the following video to get an overview of Major Incident Management concept and the process:
Scenario for managing major incidents
In ABC Limited, the company website is down. Customers can't browse through the products and offerings. Sales representatives are blocked and can't continue with their planned meetings with potential customers. Service Desk starts receiving a number of incidents on this issue. This issue qualifies as a major incident because it has a widespread impact and affects business. ABC Limited has a team that works on such major incidents. The Major Incident Manager in ABC Limited uses BMC Helix ITSM Major Incident Management to track and manage this major incident.
Workflow for managing major incidents
The following table describes the tasks to be performed when managing major incidents in BMC Helix ITSM and their reference documentation:
Task | Component | Role | Action | Reference |
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1 | Incident Management in BMC Helix ITSM | Service Desk Agent |
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2 | Incident Management in BMC Helix ITSM | Major Incident Manager |
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3 | Incident Management in BMC Helix ITSM | Communication Coordinator |
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4 | Incident Management in BMC Helix ITSM | Major Incident Management team |
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5 | Incident Management in BMC Helix ITSM | Major Incident Manager |
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Results
The ABC Limited company website is up and running.
Benefits
By using BMC Helix ITSM Major Incident Management, you realized the following benefits:
- When major incidents are identified early, it minimizes loss of time, cost, and business value.
- The same incident management screen is equipped to manage major incidents.
- You do not need to switch between multiple tools or applications to track the status, form teams, or collaborate while resolving a major incident.
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