How to Tame Chaos with a Major Incident Management (MIM) Process That Actually Works.
1. Forget the doubt: If it looks like a fire, pull the alarm The most common mistake is wasting precious time debating whether the problem is "serious enough." A friendly but effective process has clear rules: if it impacts revenue or user experience, it's a Major Incident. Full stop. The outcome you're after: Stop losing minutes in "what's happening" meetings and move straight to action. Detecting fast means fixing fast. 2. Someone has to be behind the wheel (and it's not the technician) Imagine you're performing surgery and every 5 minutes the hospital director walks in asking "how's it going?" You can't make progress, right? That's exactly why you need a Major Incident Manager (MIM). This person is the shield for the technical team: they handle communication with executives and clients so engineers can focus on what they do best — finding the solution to the Incident. The outcome you're after: Zero distract...