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Major Incident Process. @ Progressive. Enable quick restoration of service and minimize impact for all key incidents via centralized communication, collaboration, facilitation, and coordination. . Major Incident F acilitation

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Enable quick restoration of service and minimize impact for all key incidents via centralized communication, collaboration, facilitation, and coordination.

  • Major Incident Facilitation
    • When the IMT takes ownership of an incident record they will provide direction over an AT&T bridge.
      • The bridge will be used for bringing support groups together to make decisions for service restoration and normalization. This will allow technicians to collaborate and troubleshoot the incident.
      • Research potential causes by utilizing tools available to the team including researching change requests, dashboards and related Remedy tickets that maybe related to the incident.
    • Engage Support Groups / Technicians during the course of a Major Incident as needed
    • Document actions from the Major Incident in an Incident Ticket
    • Regularly communicate to stakeholders and interested parties
    • Monitor if the Major Incident meets any Disaster Recovery Triggers
  • Own lifecycle of all Major Incidents
  • Successful restoration and normalization of Service for Major Incidents
  • Remedy Ticket Handling and Documentation
  • Creation of Problem Investigation; Emergency Change Requests, & CI Unavailability Forms
  • Send Incident Notifications and Escalations
  • Pages, texts, and emails regarding a Major Incident
  • Maintenance of the Incident Management Notifications site
  • MyQumas documentation, training
  • Direct-line for Vendors, Partners, & Customers

Lifecycle Owner

Leadership, Direction, Standards & Practices

  • Incident Task Force
    • For elongated incidents where there is no immediate resolution, the IMT will schedule and facilitate meetings to investigate root cause and normalization of service

Platform Owner

Planning, Road-mapping, & Supporting

Support Groups / Technical Staff

Investigation & Resolution of Major Incidents

  • Participate in Problem Reviews
    • The Problem Management team schedules and invites the IMT to review the Key Incident. The IMT is needed to collaborate on details and assist in determining root cause of the incident handled by IMT. The IMT will also give feedback in how well the incident process was executed.

Problem COE

Communicate & Cooperate


Inform on Major Incidents

Service Desk

Coordination during a Major Incident

Service Management teams

  • Emergency Change Management
    • When working a Key Incident and a change is required within 24 hours or less to restore service, the Incident Management Team will be engaged to initiate the Emergency Change process.

Consult with other SMO process teams for consistency

what is a major incident
What is a Major Incident?
  • A Major Incident will be an Incident that meets any of the below criteria.
focus on quality
Focus on Quality
  • Call Auditing:
  • Incident Management Notifications
future major incident process
Future: Major Incident Process
  • Goal: decrease IMT engagement Time
  • Pilot to begin where we dissect a critical application:
    • understand current monitoring strategy,
    • enhance the monitors
    • Have monitors directly notify IMT
    • Build pre-defined communication / escalation scripts per monitor