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ITIL :: View topic - Key challenges of Major Incident Handling process
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Key challenges of Major Incident Handling process

 
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vampirephenom
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Joined: Jul 23, 2008
Posts: 15

PostPosted: Tue May 27, 2014 5:33 pm    Post subject: Key challenges of Major Incident Handling process Reply with quote

Hi,

Can anyone help me with the key challenges that could be faced during major incident handling?

Thank you
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3318
Location: London, UK

PostPosted: Wed May 28, 2014 5:19 am    Post subject: Reply with quote

Major Incident
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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Tomek
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Joined: Aug 05, 2014
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PostPosted: Wed Aug 06, 2014 7:09 am    Post subject: Reply with quote

Few out of my mind:
- re-prioritization (justification if this is really critical incident from End User or Business perspective)
- prioritization (if you have limited resources and many critical incidents at once)
- fixing it (search Knowledge Mgmnt DB effectively and discover workarounds or solutions)
- sticking to KPIs (especially if you have very limited time, for example Response 0.5h, Resolution 2h)
- monitoring (if you have big volume of tickets dispatcher is a good solution, then he/she decides also on ticket priorities)
- some incidents require emergency changes to be implemented

From end user perspective from my practice I can say that the biggest expectation, especially for business important systems, is timely & accurate communication.
In my opinion it should cover:
- what happened (in easy, understandable language)
- what IT is doing
- impact on the User, any actions expected from the User
- next communication (when)
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Tingtong
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Joined: Sep 18, 2014
Posts: 2

PostPosted: Thu Sep 18, 2014 10:18 pm    Post subject: Re: Key challenges of Major Incident Handling process Reply with quote

vampirephenom wrote:
Hi,

Can anyone help me with the key challenges that could be faced during major incident handling?

Thank you

Challenges equal to experience.
Revolting users
Poor commmunication
Lack of skills
Processes in place delaying the procurements
Reactive Managers
and etc
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