Overview
Our client is a global retail company. The company had recently transitioned to a new managed service provider (MSP) and discovered that the provider did not have a strong major incident management process (MIM) for dealing with large or significantly important outages.
Challenge
To implement a major incident management (MIM) system that included processes for escalations, communications, troubleshooting, and long-term systemic improvement.
Approach
We partnered with the company and the MSP to analyze their current state and implement our recommended solutions.
PEOPLE
- The current MSP and client’s staff were not accustomed to working with nor resolving critical issues in a timely manner
- We analyzed the skillset of their existing staff and recommended that they invest in both training as well as some additional staff to support the new technologies being deployed
PROCESS
- Delivered ITIL / ITOM processes for MIM
- Developed processes for communication and escalation
- Developed metrics to measure the efficacy of the process and systemic improvement
- We implemented and project managed the solution end to end to ensure timely execution and budget adherence
TECHNOLOGY
- We leveraged the ITIL software to implement MIM, Change Management, and Problem Management
- Established a 24/7 command center to facilitate communications and management of the MIM process
- Implemented communication technologies: integrated email, SMS, automated call-out
Results
Within 2 months the shift in organizational alignment and the introduction of a standard ITIL MIM solution led to a much lower Mean Time to Resolution (MTTR). When we completed the project, our client saw
Outages – MTTR
- 4 weeks reduced to 2 hours
- Reduced by 80% in 4 months
Communication
- Moved from infrequent to communicating 100% of MIMs to the technology and business teams
- 30 min MM updates
Systemic improvement
- Introduced Post Mortem processes on all MIM outages
- Drop in recurring outages by 70% in the first 5 months
