Major Incident Management Process

The purpose of Major Incident Management (MIM) is to restore normal service as quickly as possible.  A major incident is any event that represents a severe negative impact or loss to education, research, engagement, safety, reputation, revenue, or business operations.

Major Incident Goals:

  • Minimize the negative impact on University operations
  • Effectively and efficiently assemble resources to address the situation to stabilize and restore normal operations.
  • Communicate appropriately and promptly to stakeholders

Key Features and Benefits:

Benefits to the ITaP Service Providers 

  • Improved ability to identify potential improvements to ITaP services
  • Better use of resources, reduction in unplanned labor and associated costs
  • More control over ITaP services
  • Better alignment between departments
  • More empowered ITaP staff
  • Better control over vendors through IM metrics

Benefits to the Customers

  • Higher service availability due to reduced service downtime
  • Reduction in unplanned labor and associated costs
  • ITaP activity aligned to real-time University priorities
  • Identification of potential improvements to services
  • Identification of additional service or training requirements for the University or ITaP


Training materials:

Accessible on Blackboard Learn via the link below (Requires Login): 

Major Incident Management Videos

Process Documents:

Major Incident Management Process Document

Major Incident Process Playbook

Major Incident Process Quick Reference Card

Major Incident Process Poster

Process Metrics:

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Major Incident Management Metrics 

2017 Year End KPI measurements by Organization Unit

Major Incident Process Owner
  • Julie Kercher-Updike - ITPM
Major Incident Process Manager
  • Dan Rhine - ITPM
Incident Managers
  • Curt Jansen - ITSP
  • Rob Stanfield - ITSP
  • Larry Mitchell - ITPM
  • Larry French - ITPM
  • Robin Jones - ITAS
  • Chris Frazee - ITAS
  • Cheri Rawles - BICC/OIREA
  • Brad Peart - ITIS
  • Lev Gorenstien - ITAC
  • Joe Conte - ITAC