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ITIL :: View topic - Quarterbacking incidents
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Quarterbacking incidents

 
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thmunson15
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Joined: Aug 20, 2008
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PostPosted: Thu Aug 21, 2008 12:44 am    Post subject: Quarterbacking incidents Reply with quote

I was a given responsibility for developing quarterbacking procedures for high severity incidents. Is there any information available related to this topic?
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UKVIKING
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Joined: Sep 16, 2006
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Location: London, UK

PostPosted: Thu Aug 21, 2008 1:31 am    Post subject: Reply with quote

I was going to post an obscure american football reference

What you are looking for is the major incident process

the blue book (Support v2) should have some ideas

Basically, you have a person manage the incident from start to finish after the initial identification as a major incident

The incident process for major incidents should be like the incident process for all other incidents

the only diff is the possible/prob involvement of Pro Man and Cha Man
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UrgentJensen
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PostPosted: Thu Aug 21, 2008 6:20 pm    Post subject: Reply with quote

quarterbacking??
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Did I just say that out loud?

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Diarmid
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PostPosted: Thu Aug 21, 2008 8:05 pm    Post subject: Reply with quote

UrgentJensen wrote:
quarterbacking??


I'm sure it is just an obscure metaphor.
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erfo02
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Joined: Mar 11, 2008
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PostPosted: Mon Aug 25, 2008 4:02 pm    Post subject: Reply with quote

I do agree that the process is the same but I would definitely add one thing into what you call "quarterback procedures" and ITIL calls major incident as already mentioned.

What I would suggest is to create a matrix saying what kind of information should be sent, to whom and when. This should be prepared for all priorities but the major benefit will be for the higher priorities. In some cases it will be pure information and in some cases it will be a hierarchical escalation meaning that the recipient are expected to take action.

I usually do a matrix with 5 different levels of priority: Emergency, critical, high, normal and low. By using 5 levels you can create a splendid combination of Urgency and Impact ( 3 x 3) where the result will be:
1 2 3

2 3 4

3 4 5

I hope this will help you move further. It is all about documentation and training.
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ozz
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PostPosted: Wed Aug 27, 2008 3:41 am    Post subject: Reply with quote

Diarmid wrote:
UrgentJensen wrote:
quarterbacking??


I'm sure it is just an obscure metaphor.

Yeah thats the dude in American football that chucks the ball when all the big dudes are trying to crush him. He calls the plays so the the other dudes know where he is throwing the ball and the dude catching (hopefully) will be in the same place as the ball further down the field..

Oz
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