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Planning for Major Incidents

In this post by Simon Morris, the particulars and best practices around planning and dealing with major incidents in the ITSM/ITIL mindset. By first defining a major incident as an incident affecting more than one business unit, user, a certain type of device, or a complete lack of service (rather than degradation), Morris better frames the important steps that come while dealing with a major incident. As is typical with any well-established process, a key factor comes in recording the proper metrics to avoid repeated errors, and to strengthen the optimization of the team.



About Anne Grybowski

Anne is a former staff writer for CAI's Accelerating IT Success, with a degree in Media Studies from Penn State University.

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