The Major Incident Management (MIM) Process provides a clear, structured framework for restoring business-critical ICT services rapidly and minimizing disruption.
Core Elements
- Definition & Scope – A Major Incident is any disruption with critical impact or urgency, affecting essential ICT services or causing widespread disruption.
- Priority Model – Incidents are prioritized by combining urgency (immediate, short, medium, long-term) with impact (extensive, significant, moderate, minor). This ensures correct resource allocation and response times.
- Target Resolution Time – Critical priority incidents are expected to be resolved within 4 business hours (or as defined by SLAs).
- Process Flow – Four key stages: Detection & Classification → Investigation & Diagnosis → Resolution → Post-Incident Review.
- Roles & Responsibilities – Clear accountability for Major Incident Managers, Technical Services Managers, ICT Service Desk, Business Representatives, and Senior Management.
- Communication – Structured updates (initial, hourly, partial restoration, resolution) ensure all stakeholders are informed in real time.
- Escalation – Defined hierarchy from team leaders to CIO ensures timely decisions when incidents are not resolved.
Benefits
- Faster recovery of critical ICT services.
- Transparent and consistent communication.
- Defined ownership and accountability.
- Continuous improvement through post-incident review.
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