Major Incident Management

Minimise the adverse business impact of major incidents

Not all IT incidents are born equal, with major incidents having a significant detrimental effect on business operations and outcomes. For example, network outages, cloud service provider failures or data centre outages, and cyberattacks.

The business cost of these major incidents can be high – from lost operations and revenues, through the costs of corrective work, to the impact on the corporate brand (and potentially its share price).  

Managing major incidents efficiently and effectively

Your organisation would prefer that major incidents didn’t happen but, when they do, there’s a need for people – potentially including third parties – to work together as efficiently as possible towards the required resolution.

When speed is of the essence, an organisation’s major incident management communications can’t afford to rely on emails – where it’s likely that these critical messages and tasks get lost in a sea of far less important messages in personal inboxes.

Instead, organisations need their major incident management communication and collaboration capabilities to be better – for both the people who need to take swift actions and notifying those who need to know what’s happening. Not only is the being able to know that there is an issue, and possibly a need for action, but also the ability for employees to see the most recent (and important) messages first.

The problem

A global investment bank was struggling with major incident management handling, including the prolonged adverse business impact caused by communication issues.

It realised that addressing the need for more effective collaboration, efficient action-taking, and better business-wide major-incident communications required a more effective way to involve employees in corporate major incident management practices.

Accelerating major incident resolution with Heed

After considering various potential improvement opportunities, the organisation now uses Heed to minimise the business impact of major incidents. From helping internal and external parties work together on the required resolution efforts to ensuring that business-wide communications are timely and relevant.  

Heed allows the company to communicate a major incident, and any required actions, in ways that cannot be missed or ignored, with this now even more relevant and applicable given the increase in remote working and globally-spread teams. Importantly, it’s not just notifications to the active participants, including those that need to engage collaboratively; to maintain a positive employee experience, Heed informs everyone potentially affected of the major incident’s occurrence and the anticipated resolution time.

In doing this, the Heed proactive messaging workflow platform automates the initial major incident response, active participation, and updates. It notifies employees of any potential obstacles and threats (in terms of the most current information). Those involved in resolution can better focus on the actions necessary to solve the major incident in the most effective and time-sensitive way possible.  

How Heed helped

With Heed, the organisation now operates a more efficient major incident management process that minimises the adverse effect of critical issues on business operations and outcomes.

Notable benefits include:

  • An 80% reduction in major incident resolution time
  • An 80% reduction in the costs of business impact of major incidents
  • A $2 million saving to the cost of handling major incident management

Plus, the company now avoids repeating major incidents through the more effective use of learnings.

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