MIM Implementation​

Industry
Retail
Services used
Major Incident Management
Partners used
MSP
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

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