The discipline of major incident management - Richard Josey, Unisys
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2015 Richard Josey | Service Management Architect | Unisys The Discipline of Major Incident Management
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Transcript of The discipline of major incident management - Richard Josey, Unisys
2015Richard Josey | Service Management Architect | Unisys
The Discipline of Major Incident Management
© 2015 Unisys Corporation. All rights reserved. 2@Richard_Josey
What is a Major Incident?
© 2015 Unisys Corporation. All rights reserved. 3@Richard_Josey
Incident vs. Major Incident Management
Prioritize
Investigate and Resolve
Major Incident
Requires Escalation
Close
Assemble Major Incident Team
Close
Major Incident
Investigation Process
Client Communications
Process
© 2015 Unisys Corporation. All rights reserved. 4@Richard_Josey
Psychology of Major Incident Management
Major Incident
Management
© 2015 Unisys Corporation. All rights reserved. 5@Richard_Josey
Major Incident Matrix
People Process Technology
Communication
Engagement
Culture
© 2015 Unisys Corporation. All rights reserved. 6@Richard_Josey
Psychology of Major Incident Management
Major Incident
Management
© 2015 Unisys Corporation. All rights reserved. 7@Richard_Josey
Organize!
Don’t Panic!
