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