MSP-03e » Major Incident Management

Service Blueprint Bricks » Managed Services Series

Process Details

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Process Description

Major IT Incidents have a high impact on the client's business operations and must be resolved as quickly as possible. Frequently, several different teams of engineers, including vendors, are at work on different aspects of the outage. Incident Managers must synchronize the efforts of all involved to ensure timely resolution. On an ongoing basis, the Incident Manager must keep the client up to date on the proposed service restoration approach and progress towards resolution.

MSP Module 03e, Major Incident Management, provides the process framework for major incident planning, ongoing coordination, status updates, and closeout. Typically, this process is executed in tandem with Tier 2 Incident Resolution, which covers troubleshooting and service restoration.

This module consists of the Module Overview Diagram plus 7 pages of detailed process maps personalized for your company.

  • Integrated response to major incidents, enabling service restoration as rapidly as possible
  • More effective communications during serious outages
  • Greater client satisfaction with escalated incidents

Included with your first Service Blueprint Brick for a series:

  • Life Cycle Diagram depicting process modules for the service offering
  • Tutorial on "How to read a Service Blueprint"
  • Kaizen-based guide on "How to deploy a Service Blueprint module"

Included with each Service Blueprint Brick:

  • 11x17 and Legal  PDF versions (A3 version for international clients)
  • Detail Report (describing roles, systems, documents, and KPIs for the module)
  • Task Report (listing all of the onstage and backstage tasks in the process module)
  • Personalization with your logo, roles, and service automation systems

Additional features for Service Blueprint Subscription clients:

  • Editable native MS Visio version of the Service Blueprint
  • Accompanying AntFarm tools and templates such as agendas, project plans, planning tools
  • Access to online Service Blueprint training
Entry Conditions
Exit Conditions
Process Topics
KPIs / Metrics

The goals of this process are to:

  • Synchronize service restoration priorities and activities with an integrated Incident Response Plan
  • Effectively coordinate all required resources to restore service as quickly as possible
  • Escalate the incident in a timely manner when additional skills or management involvement are required
  • Communicate service restoration status internally and to the client on an ongoing basis

At the onset of this process:

  • Client incident meets the criteria for a Major Incident
  • Client expectations for initial response set by the Service Desk

Upon completion of this process:

  • Service has been restored, possibly using a workaround
  • Service restoral notice initiated for client end-users and management
  • Problem service ticket has been initiated for root cause analysis (and root cause resolution, if a workaround was employed)
  • Post Incident Review has been initiated

This process module includes these sub-processes:

  • 03e.01 Major Incident Response Planning
  • 03e.02 Ongoing Major Incident Coordination
  • 03e.03 Internal Status Updates
  • 03e.04 Client Status Updates
  • 03e.05 Major Incident Closeout

These metrics and KPIs provide an indication of process performance:

  • Client Retention Rate
  • Client Satisfaction - Service Escalations
  • Service Ticket Resolution SLA Compliance
  • Service Ticket Resolution Time

Process Overview Diagram