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Problem & Major Incident Management (MIM) process changes coming soon!
May 12, 2022
The IT Service Management team will be introducing a newly designed Problem Management and Major Incident Processes in the June timeframe.
The newly designed processes will streamline and automate many of the cumbersome manual tasks associated with the Major Incident Process and introduce the benefits of a robust Problem Management Practice. Effective problem management provides the understanding needed to reduce the number of incidents and the impact of incidents that cannot be prevented. Here are a few highlights from the newly designed processes:
- Problem Process Manager named: Mike Gadwah
- Clearly defined roles and responsibilities.
- Automation of the SBAR (situation, background, assessment, and recommendation) as part of the Incident Management process.
- Automation of the AAR (After Action Review) as part of the Problem Management practice.
- Electronic Major Incident checklist.
- Enablement of the MIM workbench.
Problem and Major Incident Training Sessions will be offered in the June timeframe. Watch your inbox for a targeted message with exact date, times, and registration details.