Gartner Research

Owning and Managing Major Incidents

Published: 10 November 2016

ID: G00316165

Analyst(s): Kenneth Gonzalez


Major incidents are a significant disruption to business users, and can impact revenue, customer satisfaction, organizational reputation and trust. To prevent them from lasting longer or doing more damage, I&O leaders must go beyond traditional approaches to ensure timely, effective resolutions.

Table Of Contents
  • Key Challenges



  • Determine How Major Incidents Should Be Initiated and What Actions to Take
    • Declaring a Major Incident
    • Standard Flow Enables Predefined Responses
  • Identify the Roles Required and Responsibilities for Major Incident Response Team Members
    • Organizing the Major Incident Response Team
    • Team Member Reporting Relationships and Core Responsibilities
    • Key Organizing Principles
  • Implement a Policy Documenting the Authorities of Major Incident Response Personnel
  • Use a Communication Plan to Manage Communication Needs During Major Incidents

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