Applying the Principles of Major Incident Management to IT

© 2016 ServiceNow All Rights ReservedConfidential © 2016 ServiceNow All Rights ReservedConfidential

Applying the Principles of Major Incident Management to IT

Troy DuMoulinVP, Research & DevelopmentPink Elephant

© 2016 ServiceNow All Rights Reserved 2Confidential

Business Impact of IT Incidents


Cynefin System Sense Making Model

SimpleThe relationship between cause and effect is obvious to all and can be categorized based on established

procedure

SENSE – CATEGORIZE – RESPONDApply Best Practice

ComplicatedThe relationship between cause and effect

requires analysis or some other form of investigation and/or application of expert

knowledge SENSE – ANALYZE – RESPOND

Apply Good Practices

ComplexThe relationship between cause and effect can

only be perceived in retrospect

PROBE – SENSE –RESPONDDefine Emergent Practices

ChaoticNo relationship between cause and effect at

a systems level

ACT – SENSE – RESPONDAnalyze Lessons Learned

Disorder

David Snowden & Mary Boone “A Leaders Framework For Decision Making” HBR 2007


Major Incident Response

Triage

Activate

Assess

Stabilize

Restore

Post-Mortem


Triage – Establishing Initial Priority

Triage is the process of determining the priority of patients' treatments based on the severity of their condition. This rations

patient treatment efficiently when resources are insufficient for all to be treated immediately.


Priority 1 = Major Incident?

It Depends On Your Priority Model


Priority Model Example

Core Business Services

(High)

Support Services

(Medium)

Non-Urgent Services(Low)

Department/LOB/Branch/Group of VIPs

(High)Critical High High

Small Group of Users or VIP

(Medium)Critical High Medium

Single User

(Low) High Medium Low

Impa

ctUrgency


Activate the Major Incident Process

Contact And Bring Together Major Incident Team For Briefing And Assignment Of Tasks


Potential Stakeholders• Service Desk Owner• Service Owners• Problem Management• Technical Subject Matter Experts• Business Relationship Managers• IT Sr. Leadership

• Business Leadership Points of Contact• Third party suppliers• Information Security• IT Architecture • Corporate Communications• Other?


Major Incident Response

Triage

Activate

Assess

Stabilize

Restore

Post-Mortem


Post Mortem – RCA OverviewCreate a problem statement

Analyze the data and information

Identify possible causes

Evaluate possible causes

Verify the root cause

Gather data and information

Brainstorming

Affinity Mapping

Ishikawa Diagrams

Five Whys

Kepner-Tregoe Problem Analysis


Learn More

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Applying the Principles of Major Incident Management to IT