Tag: major incident management process

July 18, 2023 | by Zoe Collins

Critical Incident Management – Roles and Responsibilities (Updated)

Critical Incident Management is designed to handle disruptive and unexpected events that threaten to harm an organization or its stakeholders. These incidents range from cyber attacks and system failures to natural disasters and global pandemics. The importance of critical incident management cannot be overstated, as it is a pivotal process that maintains business continuity and … Continued

May 19, 2023 | by Ritika Bramhe

How Helpdesks Facilitate Major Incident Management

Helpdesks serve as the initial line of defense for IT incidents, responsible for facilitating incident management, including logging, categorizing, and prioritizing incidents. In the event of a major incident, the helpdesk plays a crucial role in escalating the incident to the appropriate major incident management (MIM) team. The success of this process relies on the … Continued