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Session 207: BOOM Goes the Incident!

Matt Lacy (Senior IT Manager, Texas A&M University - Division of Information Technology)

Scotty Shepherd (Training & Quality Assurance Manager, Texas A&M University - Division of Information Technology)

Date: Wednesday, April 22

Time: 11:30am - 12:30pm

Pass Type: Premium Package, Standard Package - Get your pass now!

Track: Optimizing the Support Organization

Vault Recording: TBD

Audience Level: All

An explosion rocks your organization's data center, resulting in loss or degradation of all IT services, impacting your entire user base – what do you do? How do you assess safety conditions, communicate with key stakeholders, and field the calls overwhelming your help desk, all while coordinating service restoration and performing root cause analysis?
Disasters can occur any time, any place, leading to IT service degradation and outages. While we all strive to maintain 100% uptime, it’s nearly impossible. In this case study, Matt Lacy and Scotty Shepherd will share their lessons learned from a very similar scenario and how they developed, formalized, implemented, and matured their major incident process, which has led to improved communication with IT service providers, stakeholders, and leaders, and a more resilient IT organization overall!

This case study will cover the importance of:
• Having thoughtful major incident process for business continuity and disaster recovery
• Creating an effective major incident communication plan
• Determining critical roles for your major incident response team