How do you get Incident Management engagement for Major Incident? (A) Call the incident management hotline phone (B) Open an incident and propose it as a Major Incident (C) Call your manager (D) Teams message any Incident Managers that you have worked with in the past
Answer (1)
To get Incident Management engagement for a Major Incident, the most appropriate choice depends on the processes and guidelines established by the organization you are working within. Let’s analyze each option and see which might typically be preferred:
(A) Call the incident management hotline phone : This option could be relevant if your organization has a specific hotline dedicated to incident management. Hotlines are designed for urgent communication and can be a reliable way to ensure immediate attention.
(B) Open an incident and propose it as a Major Incident : If your organization uses an IT service management (ITSM) tool or system like ServiceNow or Jira, you might have the ability to classify an incident as a major one within the system. This approach is systematic and helps in documenting the incident properly.
(C) Call your manager : This could be useful if your manager is responsible for decision-making or if they need to be informed as per organizational protocol. However, this is often more of an informal step.
(D) Teams message any Incident Managers that you have worked with in the past : Direct messaging through platforms like Microsoft Teams can be useful for quick communication if you already know and have worked with the Incident Managers, but it may not be an official protocol in all organizations.
Conclusion : Option (B) is the most systematic and preferred method in most professional environments as it ensures documentation and follows organizational procedures. However, this might vary depending on specific company protocols and urgency. It’s also good practice to be familiar with your company’s incident management policy to know what the official guidelines recommend. If it’s urgent and procedures allow or encourage it, combining options (A) and (B) can also be considered.
