Looking at history and how innovative we have become today. We can see our potential as limitless, from horse-drawn carriages to self-driven automobiles. Who could have imagined what we have achieved in the past century? Technology has made our life hassle-free and easier at work. Technology is gaining momentum with every passing day and hour, transforming, and helping us to reimagine the future. New technologies are prevailing, new horizons are being tapped, and new industries are being shaped that we never thought of until recently. 

The IT industry has grown massively in the recent decade. It has given a boost to the economy by overcoming the hurdles that were slow and time-consuming. It has made our life simpler, which is comprised of unwanted complexities. But, even after achieving such transformation, some major incidents have severely damaged the IT industry. These are the unplanned disruptions that interfere with an organization's business operations. This is a huge drawback since, due to these major incidents, the organization can lose valuable time that can be used for better productivity. Staying ahead in this competitive market has been a challenge for an organization. Any project delay can create an easy passage for the competitors to capture the market at the earliest. As consumers around the globe have become more impatient due to multiple options, any delay in the delivery of a project can create distrust in the minds of clients/consumers and thus create a negative impact on the organization. 

A well-coordinated response must be implemented to counter the challenges, accelerate the resolution, and minimize business impact. The goal of an organization is to have an effective and efficient system for responding to major incidents.

Consideration for major incident management 

Some consideration must be taken by the organization

Nominal Impact on Service 

Consideration must be taken when a major incident happens; the service has minimal impact.

Major Incident Management Team 

It is necessary to allocate a Major Incident team, Major Incident Manager and a Core Management Group to manage a Major Incident. 

Review of a Major Incident  

A thorough review must be conducted for every major incident once the service has been restored. This review is for analyzing the incident and understanding how to counter the incident in future occurrences. After resolving the incident, a problem racket must be there for the root cause analysis.

3 Phases to Manage a Major Incident  

Major incidents can be managed in four simple and effective phases

1st Phase: Identification of Major Incident 

This phase is the vital stage where the problems are identified by the Major Incident Team and categorized according to priority. 

2nd Phase: Fixing the Major Incident 

The Incidents are categorized and distributed among the specialized team members to provide a resolution. Here all child incidents are also resolved, which can create a problem for later.

3rd Phase: Review after fixing the Major Incident 

This is the final phase of the Major Incident Management process. After the Major Incident is resolved, a post-incident review is conducted. This is done to analyze and document the incident to prevent a similar incident from happening in the future and the areas to improve.

Organizations can face these instances, but this should not affect the work. Any delay in work can create a fair amount of distrust in the minds of clients/consumers. This could create a problem in acquiring new projects from their clients in the service industry. Thus, a proper management and execution plan must be established to tackle these situations.