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:

https://youtu.be/Ovxtxfzt_QQ

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

flow chart or Major Incident Management_Notification_22_1.png

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
1	Incident Management in BMC Helix ITSM	Service Desk Agent	Creates an incident record Marks the incident as a candidate for a major incident Assigns the incident to a Major Incident Manager	Managing-and-tracking-major-incidents
2	Incident Management in BMC Helix ITSM	Major Incident Manager	Analyses the impact and accordingly categorizes the incident Forms the Major Incident Management team	Managing-and-tracking-major-incidents
3	Incident Management in BMC Helix ITSM	Communication Coordinator	Establishes collaboration rooms Tracks the status of the major incident	Managing-and-tracking-major-incidents
4	Incident Management in BMC Helix ITSM	Major Incident Management team	Finds and implements workarounds to fix the major incident Resolves the major incident	Viewing-and-updating-tickets Resolving-tickets-in-Smart-IT Adding-tasks-to-tickets-in-Smart-IT Relating-items-to-the-current-ticket
5	Incident Management in BMC Helix ITSM	Major Incident Manager	If required, creates emergency change requests Follows up with Problem Management for root cause analysis	Creating-and-managing-change-requests Investigating-and-tracking-problems

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.