Major Incident Handling Process Design (Template – Advanced)

The Major Incident Handling (MIH) framework provides a structured way to manage critical IT disruptions and ensure rapid recovery. It defines clear policies, roles, communication flows, and performance measures.

Core Elements

• Policy & Classification – Incidents with high impact, high urgency, or jointly flagged by IT and business leaders are escalated as Major Incidents.
• Requirements – A “War Room” setup (conference, telebridge, web tools, real-time updates) serves as the single point of contact during the incident.
• Communication Schedule – Timely updates to IT teams, management, and stakeholders from declaration to resolution.
• Roles & RACI Matrix – Defined responsibilities for Incident Managers, Application/Infrastructure Support, Service Desk, IT Leaders, and Business Stakeholders.
• Process Metrics – KPIs track time to organize, resolve, and close incidents to drive continuous improvement.

Why It Matters

• Streamlined coordination during outages
• Transparent updates for all stakeholders
• Faster incident resolution with measurable outcomes