Gartner Research

Four Steps to Turbocharge Your Major Incident-Handling Capabilities

Published: 24 March 2017

ID: G00324029

Analyst(s): Kenneth Gonzalez

Summary

Major incidents in the IT organization can seriously impair business productivity. Infrastructure and operations leaders looking to optimize IT operations and drive business value should follow the four steps described here to prepare for and rapidly resolve major incidents.

Table Of Contents
  • Key Challenges

Introduction

  • Major Incident Handling Is More Than Just the Response

Analysis

  • Step 1: Survey and Assess
    • Identify Areas of Business Risk and Impact
    • Better Understand the Value of Applications and Services
    • Collect and Analyze Historical Data
  • Step 2: Plan and Prepare
    • Establish Priority Levels
    • Determine the Right Level of Resource Allocation
    • Plan Your Response
    • Prepare to Execute With Training and Exercises
  • Step 3: Detect and Respond
    • Detecting a Major Incident
    • Declaring a Major Incident
    • Engage the Incident Response Team
  • Step 4: Recover and Reset
    • Demobilize Resources
    • Debriefing the Event
    • Archive Your Incident Documents and Records

Gartner Recommended Reading

©2020 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Purchase this Document

To purchase this document, you will need to register or sign in above

Become a client

Learn how to access this content as a Gartner client.