Now wouldn’t that be nice!? The Service Excellence project will launch a new Major Incident process which makes radical departures from our current practices.

• We will no longer have incidents we call “Outages”. Instead, we will have incidents with varying severity levels ranging from 1 to 5

• The Major Incident process is invoked automatically anytime a severity 1 incident is started or a severity 2 incident exceeds our time-to-resolution target (4 hours).

• Anyone who believes that we have a situation which warrants a major incident can trigger the process manually

• An incident leader is assigned to coordinate the restoration of service and communications activities both among the team and with relevant stakeholders

• “Outages” will no longer be automatically broadcast to tech-chat, tech-news, or myMiami, but instead rely on the incident leader to determine appropriate communication. Instead of a blemish, a major incident becomes an opportunity to let our Service Excellence shine!

Let us know what you think by commenting below.

Watch for more details on how to initiate this process and provide feedback next week.