According to the ITIL, the framework of best practices for delivering IT services, there is a recommended process flow for how to handle major incidents. Clearly, the IT community would be well served to follow the ITIL’s systematic and professional approach, whose benefits, according to CIO Magazine.

When a critical incident hits, the implications for the business could not be more profound. Whether it’s a productivity system that powers the efficiency of thousands of employees, or an online service that serves millions of customers and drives the company’s revenues - no organization can afford anything less than an immediate and effective resolution.

Imagine the following scenario: A critical incident hits. You have a few different teams on it throughout the company. Managers and other stakeholders need to be updated every thirty minutes. But the biggest issue is that you need to engage with external service providers. You need your communication provider and hosting service to check on their side and report back. You want a consultant in the picture and an external help desk service might be involved as well.