Seamless and scalable IT major incident management
As digital transformations continue to be implemented and business value chains become even more dependent on IT services, the impact on businesses and communities arising from unplanned outages continues to rise. In conjunction with this, organisations are experiencing a rise in cybersecurity attacks (Seals, 2017) placing further pressure on the availability of services and endangering the customer experience and loyalty. IT organisations are seeking to understand how significant, wide-ranging business impacting incidents (especially cyber-security incidents) can be better managed and in particular what the role of the IT Major Incident Management (MIM), Security Operations and IT delivery teams should be during such incidents. To further complicate this setting, enterprises may employ numerous incident management processes including Risk Management, MIM, Information Security Management, Crisis Management, and Business Continuity Management. Each of these processes employs varyi