Where this shows up

When a line-stopping fault occurs, IT and OT teams often start from the assumption that the problem belongs to the other side, and precious line-down minutes pass before anyone actually starts fixing anything.

How we approach it

• Establish a joint IT/OT major incident process with a single incident commander empowered to pull in both sides immediately.
• Pre-define escalation paths and contact rosters for each production line and shift pattern.
• Build a shared view of the assets and dependencies behind each line so first response starts with data, not guesswork.
• Run post-incident reviews that feed back into the CMDB and escalation paths, not just a ticket close-out.

What changes

• Line-down minutes fall because triage starts faster
• Less time spent arguing about ownership before work begins
• Fewer repeat incidents on the same line