Major Incident reveiw - Who's responsability

[PhilPBM]

Hi all,

I'm after some advice and opinions for an issue I am having at the moment.

I'm implementing Problem Management on a a very young contract (6 months). I have everything in place, and it's starting to look good.

I have one last process/activity to implement and that is Major Incident Reviews.

As we all know, one of the major Problem identifying tools are Major Incident Reviews (MIR). Currently the reviews are not happening, but the Incident Manager does write a report detailing the Incident and forwards to the SDM.

I'm keen to set up a review process where all skateholders review and discuss the major incident. Establish the root cause and raise a 'Proposed' problem.

There is an expectation that this is my responsability to arrange, manage and chair. In my opinion it is the responsability of the Incident Manager.

Now, the Incident Manager is also the Team Leader for the Service Desk and as you would expect is very busy. I have said that I don't have a problem in writing the process, templates and agenda, but I'm very keen to train him up and hand it over.

What is your opinion, should this remain with problem management or should I be applying pressure to hand this over?

Regards,

Phil

[dboylan]

I have been in an organization that required a Post Mortem on all Severity 1 Incidents. This sounds similar to your Major Incident Review. The meeting was chaired by someone very high up in the organization (not the CIO, but someone who reported directly to the CIO) and this ensured that there was adequate participation from all the IT departments.

[PhilPBM]

Thanks, That's a pretty good idea. But trying to convince someone high up to take this on just isn't going to happen. In their eyes it is in scope for PBM.

Does anyone know the ITIL answer to this?

[dboylan]

Per ITIL v2 Service Support section 5.7 in regards to Handling of major Incidents:

"The Problem Manager should in these circumstances be notified (if not already aware) and should arrange a formal meeting with interested parties (or regular meetings if necessary). These should be attended by all key in-house support staff, vendor support staff and IT services management, with the purpose of reviewing review progress and determining the best course of action. The Service Desk representative should attend these meetings and ensure a record of actions/decisions is maintained, ideally as part of the overall Incident record."

[Jules]

[Mark-OLoughlin]

Hi,

you say you have implemented Problem Management and it is ready to go. Who has been defined as the "Problem Manager". If it is one person they should hold these reviews to get going. I would favour that senior IT management be behind these reviews, support the reviews and ensure that the reviews take place. After all they should be attendingt he reviews. The problem manager may chair the meeting with senior management in attendance supporting the meeting.

If you don't have a problem manager you need to set up a meeting with IT management to include the incident manager, IT manager at a minimun. Generally the incident / service desk manager will be too busy to run with this - so you either have a gap or you find someone who can fill it.

Do youhave an team leaders / supervisors of any of the level 2/3 IT teams that is willing to take this on? By them working on this they will be trying to reduce the impact op problems on their teams as well as the users - thus making more time for other work other that firefighting.
_________________
Mark O'Loughlin
ITSM / ITIL Consultant