Problem
When an incident lands, people improvise. The fix works, but nobody records the cause, so the fault returns. Changes are made late on a Friday and, when something breaks, nobody can say what was altered.
Outcomes
- Incidents logged, prioritised and fixed in a consistent way.
- Root causes found and fixed, so repeat faults fall.
- Changes planned, approved and reversible.
- A clear record of what changed, when and why.
- Post-incident reviews that lead to real fixes.
Scope
In scope
- Incident process and escalation paths.
- Problem management and root cause analysis.
- Change process, approval routes and calendar.
- Post-incident reviews.
- Reporting on incidents, problems and changes.
Not included
- Out-of-hours cover. Hours of cover are agreed for each service.
Approach
Discovery
We review how incidents and changes are handled today, using your recent incidents and changes as evidence. We then agree what counts as a major incident and who is told.
Delivery Planning
We design the incident, problem and change processes and the escalation paths, and agree the reporting you will receive.
Build and Test
We set up the processes and tooling and test them with the team, including a rehearsal of a major incident and a change with a rollback. Before go-live, you get the test results, and a named person decides whether to go ahead.
Operational Readiness, Hypercare and Closure
We run the first incident and change cycles with the team, check how the processes work in live use and provide extra hypercare for the first few weeks. We then hand over and close the work with your sign-off.
Deliverables
Technologies
Controls
Frequently Asked Questions
What counts as a major incident?
One that stops a critical service or affects many users. We agree the definition with you, along with who is told and how fast.
How do you stop the same fault returning?
We record the cause, raise a problem record and track the fix to completion.
Can you review our change process?
Yes. We start by looking at how changes are made today and where they cause problems.
Changes causing outages?
A Technical Audit reviews how your live services are changed and supported in 10 to 15 working days and gives you a prioritised remediation plan.