Major Incidents and Problem Management

Intended audience: IDS staff

After a successful 2018 year, we are now ready to continue our journey in simplifying and standardising our processes to ensure best available support is delivered to our customers.

As such, and following the two workshops on ‘Root Cause Analysis’ and ‘Major Incidents’, we are starting 2019 with a new project to officially establish the IDS approach to Major Incidents (including Root Cause Analysis) and Problem Management.

With this in mind, the following changes will apply immediately. If you have any questions or concerns, please contact Feisar Joya directly.

The changes include:

  • Major Incident Lead – Isobel Walter Smith
    Isobel will setup the Major Incident practice. She will work closely with Marc Carrocci in regards to the process and with operations leads/managers in all IDS streams in regards to a common approach.
  • Service Desk Team Leader – Alex Palazov
    Alex will support Client Services by leading the Service Desk during this period and will continue improving our approach to the Service Desk and Service Management.
  • Problem Management Lead – Lee Crawford
    Lee will set up the Problem Management practice. He will work closely with Isobel Walter-Smith in regards to the process and with operations leads/managers in all IDS streams in regards to a common approach.

We will report outcomes and processes along the way and appreciate your support of the team on this important project.

We look forward to the positive changes that this project will have in our operations and the customer experience that will be delivered as a result of good practices.

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