KEPNERandFOURIE®

COMPLEX INCIDENT RESTORATION?

A complex incident in the KEPNERandFOURIE®️ methodology is defined as a situation where the Incident Team could not agree on a consensus restoration. This would only apply to the restoration of a critical service in a Priority 1 and Priority 2 type incident.

KEPNERandFOURIE®️ recognize the fact that 80% of daily incidents are normally restored with existing knowledge, experience and prior cases using a trial & error approach. We are particularly interested in the 20% of cases where the incident team are unable to restore the critical service within 4 hours. This begs the question – WHAT NOW?

In such cases we advocate a positive and courageous decisive action by the responsible person, pivoting from a “Trail & Error” type of approach to that of a highly effective and quick solution-finding approach.

We suggest the incident team adopt an established process such as the KEPNERandFOURIE methodology. This would make the difference between an hours/day’s resolution, as opposed to days/weeks of a frustrating trial and error tactics.

Download CIR Brochure (PDF Document)

Components to ensure success in an Incident Restoration Session

The consultants in our organization pooled their expertise and crystallized the following critical components for a reliable restoration approach.

• One Boss on the Bridge –Appointment of one person to be responsible and to ensure progress in a common direction.
• Appropriate Information Sources –Gather factual specific information only, sourced from data closest to the incident.
• Start at the correct end –Start with the most specific and accurate fault and avoid getting into a “trial & error” negative spiral.
• Use a recognised process and have someone guide you through the process with a template of pre-determined questions.
• Excellent business communications – Make one person responsible for a close two-way contact with Business.
• Find a way to socialize all the above within 3 months.