Deliver on your company's success by being ahead in reliability and strongly aligned capabilities.
Asset Management • Availability and Capacity Management • Change Management • Configuration Management • Incident and Problem Management • Operations Management • Release management • Service Desk.
Notice what is missing in this list?
During the first reactions to an event, stick to the facts of what is happening and the symptoms. If the symptoms are bad, attend to people first, no matter the financial losses occurring.
Remember that financial losses are typically insured. Human life is not. Only loss of income and ability to pay is insured! Not the person's life.
The WHY, HOW, WHO and other root cause questions are asked in the aftermath of the incident and after you have stabilized the situation.
In ITIL terms, those are Problem Management and Root Cause Analysis stage questions.
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