Transforming chaos into clarity: A modern approach to faster recovery, better communication, and continuous improvement.
Discover the PlatformOur Major Incident Management (MIM) process heavily relies on disparate tools and manual efforts, leading to significant inefficiencies and risks during critical outages.
Manual timeline & data entry; prone to errors & outdated information.
Fragmented workflow across Excel, Teams, Outlook, Confluence; reduced efficiency.
Dispersed recipient lists & custom notifications; delays and inconsistencies.
This fragmented approach hinders our ability to efficiently manage, communicate, and resolve major incidents, ultimately increasing mean time to resolution (MTTR) and impacting business continuity.
Transforming chaos into clarity: A modern approach to faster recovery, better communication, and continuous improvement.
We propose a modern web application designed to centralize and guide critical Major Incident Management processes. This platform will provide a single source of truth, eliminate manual overhead, and significantly enhance our ability to respond effectively to outages.
Just as a Computer-Aided Dispatch (CAD) system customizes information for 911 operators, police, and fire command, our Modern MIM Platform will provide tailored experiences for every critical role.
911 Dispatchers
Real-time call details, unit availability, mapping for rapid coordination.
Police Patrol Officers
Concise suspect info, incident location, quick access to procedures on MDTs.
Fire Department Commanders
Tactical maps, resource tracking, integrated communication on tablets.
Each persona, though connected to the same core data, interacts with a highly specialized interface designed for their unique operational needs.
Beyond simply replacing Excel, our tool fundamentally changes how incident data is collected and consumed. It enables both granular detail and high-level summaries:
Teams can document minute-by-minute progress and actions as things unfold. These are the rapid, quick log entries, describing every step and decision, forming the detailed timeline.
The tool intelligently leverages these microupdates, showing the MIM Lead the preceding micro-events, to help them craft precise, high-level communications. These are formal updates designed for broader consumption as the issue progresses.
Our MIM platform enables us to operate as a single, cohesive team offering consistent service standards, much like a 911 center. It orchestrates multiple, critical recovery workflows that execute simultaneously.
Guided Workflow Initiation & Tracking
The tool guides the initiation of concurrent recovery processes (e.g., diagnosis, containment, technical mitigation, communication). Progress for all kicked-off workflows is visually tracked, showing current phase (Gather, Isolation, Technical Mitigation, Mitigation, Full Resolution) and completed items.
Intelligent Prompts & Human Feedback Loop
The MIM lead receives intelligent prompts for time-boxed items or required status updates (e.g., "15 min recovery action, prompt for status update"). If a human encounters an issue in their assigned workflow, they report it back to the tool, which updates the central incident view for immediate transparency.
This capability provides unparalleled situational awareness for the MIM Lead, visually indicating where the incident stands at any moment ("no more 'where are we at with this?'"), and allows for proactive intervention if a workflow stalls. It ensures the right checklists are used, even allowing customized avenues into recovery for specific application/technology stacks without complexity.
Extreme Situation Awareness & Granular Control ("Zoom In")
Deep Dive, Diagnostic Focus & Collaborative Detail
Strategic Oversight & Business Impact ("30,000 Ft View")
Read-Only Transparency & Real-time Insight
By tailoring the interface to each role and intelligently managing the granularity of information from microupdates to milestone communications, our MIM Platform doesn't just centralize data; it **empowers every individual** to perform their critical function more effectively during major incidents. It enables us to operate as a **single, cohesive team** offering consistent service standards, much like a 911 center.
Streamlining external inquiries and internal clarifications without distracting critical recovery efforts.
Our platform introduces a unique Q&A feature, allowing a broader audience to pose questions directly through the tool, while maintaining strict focus for the recovery team.
Stakeholders, like **Client Service Partners** for customer inquiries or **Tech Leaders** for technical clarifications, can submit questions directly into the platform. This centralized approach prevents duplicate questions and directs inquiries efficiently.
The MIM Lead can prompt priority questions to relevant SMEs or technical leads (even on a voice bridge if needed). Answers to client questions can be provided directly within the tool, minimizing distractions for the core recovery team.
This intelligent Q&A module fosters transparency and efficiency, ensuring that all stakeholders receive timely, accurate information while allowing the recovery team to remain laser-focused on restoring service.
Transforming every incident into a structured learning opportunity, enabling proactive policy, process, and training evolution.
Our platform provides more than just incident tracking; it's a dynamic learning system that integrates actionable insights directly into daily operations and long-term improvement.
All incident data, including dynamic, survey-style question sets and their branching answers (like EMD protocols), are captured and stored in a structured format.
*(SMEs can update questions in real-time; changes are live for the next incident.)*
QA models evaluate incident handling, with each question/action tied directly to specific corporate policies, processes, or procedures. This includes **CSI-able checklists** that can have sub-lists and are adaptable to specific **application/technology stacks** or "fire agencies."
*(Individual performance is quantified, showing areas for improvement linked to specific guidelines.)*
QA scores and incident data inform real-time adjustments to training programs (linked to corporate goals), and provide metrics for policy changes and continuous learning.
*(Identifies whether questions/checklists need refinement or additional training is necessary.)*
This holistic, data-driven cycle ensures every incident contributes to a smarter, more resilient organization. Individuals can easily quantify their contributions to overall improvement.
With every action, question, and QA score meticulously tracked in our end-to-end tool, we gain unprecedented insights:
This holistic approach ensures every incident contributes to a smarter, more resilient, and more efficient IT service management organization.
A robust, modern technical stack designed for simplicity, scalability, and minimal maintenance overhead.
Our proposed MIM platform leverages a modern, efficient architecture that prioritizes ease of development and long-term sustainability. This is not a heavy, complex enterprise application, but a nimble, purpose-built tool.
The front-end will primarily be a **static website**, ensuring rapid loading times, enhanced security, and simplified deployment. All dynamic data will be pulled via **robust APIs**, providing flexibility and decoupling the presentation layer from business logic.
This approach allows for a highly performant and scalable solution, using cutting-edge cloud technologies:
Due to its modular design and reliance on modern, managed services, the codebase for this application will be **extremely small and focused**. This directly translates to:
This ensures the tool remains agile, cost-effective, and adaptable to future needs without requiring a large, specialized team for its upkeep.