1. Major Incident Process
@ Progressive

2. Own lifecycle of all Major Incidents
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 s 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
Business
Inform on Major Incidents
Service Desk
Coordination during a Major Incident
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.
Service Management teams
Consult with other SMO process teams for consistency

3. What is a Major Incident?
A Major Incident will be an Incident that meets any of the below criteria.

4. Today’s Major Incident Model

5. Issues with current Root Cause Investigation process
Lack of focus
Unclear Ownership
Longer Investigation times
Inconsistent Prioritization
Finger-pointing
Hot Potato
Afraid to get ‘dinged’
Lack of customer perspective
Do we have the right skill set performing the right functionality?

6. Focus on Quality
Call Auditing:

7. Communication
Incident Management Notifications

8. 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
Some Stats:
The average time to engage IMT for 2013 which is 16:59:46 (for 700 total Incidents).  There were a few outliers that caused this number to shoot to just under 17hrs to engage the IMT.  If I take out the top 5, this number drops to 7:37:35.
In terms of engaging the IMT, we use 20 minutes as a high-water mark:
In 2012, for 82% of Incidents handled by the IMT, took longer than 20 mins to engage the IMT
In 2013, this number dropped to 59%.
One of our issues today is not so much as monitoring, but easily identifying what is critical. Our current model is for support teams to engage the IMT after they have determined that a Major Incident occurred. With this model, we have seen a big variance of engagement time based on the support groups and issue.

9. Questions?