Join Regina Phelps for our webinar From Routine to Crisis: An Escalating IT Incident where we will take a deeper look at an emerging IT crisis. The webinar will start with exploring how a department uses its incident management process to manage the more routine IT outages and events. It then progresses an incident from the routine to the crisis and details: who to call, how, and the structure of that process. We will also discuss how to design simple, realistic exercises to engage everyone, from the technologist all the way to the executive.

One of the issues facing technology organisations is how do they escalate an issue, to whom and when. This webinar begins with those basic issues and then ratchets up the pressure until the routine becomes the crisis.

Topics Covered

• Give me five more minutes? When is five minutes too long?
• Review likely incident management processes and how and where the technology issues best fit.
• Tools and teams to develop a solid incident escalation process.
• Better sooner than later…reaching out to the assessment teams.
• Simple exercises to build capability.
• What are the possible communication challenges and solutions?