How can ITIL practices streamline your Major Incident Management process?

In today's episode of 'The ITSM Practice,' hosted by Luigi Ferri, we delve into the critical aspects of Major Incident Management within IT Service Management (ITSM). This episode explores how ITIL practices can streamline processes to mitigate business risks and enhance operational efficiency. The discussion covers prioritizing Incidents, essential considerations during a crisis, the distinct roles in Incident Management, and the importance of strategic communication and Post-Incident reviews.

In this episode, we answer to:

How can ITIL practices streamline your Major Incident Management process?

What are the essential considerations in Major Incident Management?

How do Incident and Problem Management differ?

Resources Mentioned in this Episode:

PeopleCert, article "How to plan for major incidents in ITSM", link https://www.axelos.com/resource-hub/blog/how-to-plan-for-major-incidents-in-itsm

Atlassian, article "Incident management for high-velocity teams", link https://www.atlassian.com/incident-management/itsm/major-incident-management

Advisera, article "Major Incident Management – when the going gets tough…", link https://advisera.com/20000academy/knowledgebase/major-incident-management-going-gets-tough/

ITSM Professor, article "Examples of Major Incident Criteria", link https://www.itsmprofessor.net/2010/08/examples-of-major-incident-criteria.html

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Credits:

Sound engineering by Alan Southgate - http://alsouthgate.co.uk/

Graphics by Yulia Kolodyazhnaya