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Mastering Major Incident Management (MIM) is a dual edge sword. If you have regular major incidents then the people who perform the roles get good at managing them however the customer may be applying extreme pressure to reduce them.

If you can reduce the number of major incidents then often people become less familiar with the MIM procedures and processes. Other factors that may lead to a reduced capability in handling of Major Incidents are:

  • people performing the roles change or leave the company
  • new suppliers (internal or external) are introduced into the environment
  • changing the supplier (internal or external) scope
  • new or significantly changing services impact the technology or business eco-system
  • changes to the organisational structure.

The statement that practice is the mother of all skill, lead me to develop a MIM Simulation game to test an organisations capability, establish a baseline measurement and then measure improvement.

Using real Technology examples, this MIM Simulation power point is a template and a framework that can be adapted to your specific needs either with Technology or the Business. By identifying the number one (1) major incident reported by the Business users and the number one (1) major incident reported within your department you will be able to identify key communication points, how the MIM roles and activities work together and what gaps you have.

The key topics covered are:

  • Purpose of the MIM Simulation

  • What makes a Major Incident:

  • - Classification

  • - Impact

  • - Urgency

  • - Priority

  • Simulation Steps

  • Simulation A (Customer identified)

  • Simulation B (Internally identified)

  • Results/Improvement

  • Wrap Up.

Developing or enhancing a MIM capability requires practice. Through this simulation you will be able to baseline your current capability, identify gaps, target weaknesses and measure improvement. In my experience performing the simulation at all levels of the organisation / across all departments has delivered the most dramatic impact, significantly improving the customer experience, building trust and strengthening relationships.