Quarterbacking incidents

[thmunson15]

I was a given responsibility for developing quarterbacking procedures for high severity incidents. Is there any information available related to this topic?

[UKVIKING]

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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John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter

[UrgentJensen]

quarterbacking??
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Did I just say that out loud?

(Beige badge)

[Diarmid]

[erfo02]

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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Eric Fogelstrom
Founder/CEO CompITIL
ITIL Service Manager

[ozz]