Use Case · Energy, Oil & Gas
Major Incident Management for Critical Infrastructure
Structuring major incident management so outages affecting production, safety, or critical infrastructure get the response, escalation, and communication they require, every time.
Where this shows up
An incident on a production or safety-critical system in energy and oil & gas isn’t just a service disruption — it can carry safety, environmental, and regulatory consequences. Generic ITSM incident processes often don’t distinguish these from routine IT issues, leading to slow escalation, unclear ownership, and inconsistent stakeholder communication when it matters most.
How we approach it
- Define major incident criteria specific to production, safety, and critical infrastructure impact.
- Build escalation paths and a command structure for major incidents, separate from routine incident handling.
- Standardize stakeholder and regulatory communication templates so updates go out consistently under pressure.
- Run post-incident reviews focused on root cause and prevention, not blame.
What changes
- Faster, clearer escalation when it matters most
- Consistent stakeholder communication during major incidents
- Fewer repeat incidents from the same root cause
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