Major Incident Management (MIM) Guide
A comprehensive, practitioner-focused reference for building or improving your Major Incident Management process, inspired by ITIL and Agile best practices.
Speed
Restore service first, investigate later.
Clarity
Everyone knows their role and the plan.
Continuous Improvement
Every incident makes the process better.
Key roles at a glance
Full RACIMIM
Major Incident Manager
Overall incident. Coordinates everyone, drives bridge, owns comms decisions.
Primary: R/ATech Lead
Technical Lead
Investigation and resolution. Leads resolver groups, proposes fixes.
Primary: RComms
Communications Lead
Stakeholder updates for internal, external, exec, and status page.
Primary: RScribe
Scribe / Notetaker
Timeline and decisions. Real-time log, action items, PIR draft.
Primary: RBiz Rep
Service Owner / Business Rep
Business impact. Prioritises effort, approves customer comms.
Primary: CWhat's inside
Process Framework
End-to-end major incident lifecycle from detection through post-incident review.
ExploreRoles & RACI
Clear ownership model with RACI matrix for every phase of incident management.
ExploreRunbooks & Checklists
Ready-to-use operational checklists for each stage of a major incident.
ExploreBest Practices
ITIL and Agile-inspired practices with a maturity model to benchmark your process.
ExploreComms Templates
Stakeholder communication templates for every severity and audience.
ExploreGlossary
Key terms and definitions used in IT Major Incident Management.
ExploreAdvanced MIM
The situational intelligence, people skills, and hard truths that make a well-rounded Incident Manager.
Explore