Gartner Research

Four Steps to Turbocharge Your Major Incident-Handling Capabilities

Published: 24 March 2017

ID: G00324029

Analyst(s): Kenneth Gonzalez


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


  • Major Incident Handling Is More Than Just the Response


  • 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

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