Guest user Created: Nov 14, 2017 Last commented: Nov 14, 2017

Major Incident Management process

ITIL & ISO 20000

We have a MIM process, but it winds up having 30 people on the conference bridge with many conversations and makes it very difficult to document what is happening. Also on the call are mainly upper level IT Management that just sits on the call wanting to know what's going on. It's very efficient and time consuming. Any recommendations would be grateful.

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Branimir Valentic Nov 14, 2017

Answer:
I assume MIM stands for Major Incident Management. So, having so many people in MIM process is seldom productive. MIM usually involves minimum required people. That means you should have someone who is in charge per resolution (consider it as "project leader"), someone from top management (you need quick reaction, best people you have, maybe some monetary resources - so you need strong sponsor) and technical experts related to the topic.

This article can provide more details:
Major Incident Management – when the going gets tough… https://advisera.com/20000academy/knowledgebase/major-incident-management-going-gets-tough/

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Nov 14, 2017

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