Choose your Major Incident Manager for who they are not what they are
Could it be that the personality and skillset of the Major Incident Manager is more important than what role they have in the organisation? I think so. Too often we get hung up on theory and lose sight of what matters in a crisis - people.
There was a good discussion over on the itSMFI forum - not a frequent occurrence. Daniela asked "Is the problem manager responsible for resolving Major Incident?" and some of the leading lights of ITIL responded with their usual common sense, sorting out the distinctions between problem and incident and between role and activity.
In general I was in agreement, except that I think one point got missed in all the ITIL theory: I don't think it really matters whether Major Incidents are managed by the Problem Manager or the Incident Manager or the janitor ... er... sorry the Sanitation Manager. I said
The roles of Incident Manager and Major Incident Manager require different skills and personalities. It's OK if they are different people. The step from Incident to Major Incident is distinct and the processes are different. It's OK of the people are different too.
An ideal Incident Manager is collaborative, details-focused, thorough, patient and persistent. A Major Incident Manager needs to be strong, decisive, cool under immense pressure and senior enough to face the CEO and customers in a hostile context.
An Incident Manager escalates to a Major Incident Manager. More than just about any other ITSM role, the Major Incident Manager should be chosen for who they are not what they do in their day job.
What do you think?