CASE STUDY:
MIM Implementation

Overview of MIM Implementation

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.

Our Challenge

To implement a major incident management (MIM) system that included processes for escalations, communications, troubleshooting, and long-term systemic improvement.

Our 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

Careers

CASE STUDY: MIM Implementation​

Overview of MIM Implementation

Our Challenge

Our Approach

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

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

CASE STUDY:
MIM Implementation