Jessica Szalla (Director, Technology Systems, Giant Eagle)
Caitlin Price (Support Analyst, Associate, Giant Eagle)
Location: Grand Caribbean 10
Date: Thursday, November 21
Time: 4:00 pm - 5:00 pm
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Driving Strategic Decision-Making, Modernizing Service Management
Session Type: Case Study
Vault Recording: TBD
Audience Level: All
Lets face it - when a Major Incident occurs, we are all cognizant of the ticking clock. Each minute that passes has a cost: loss of revenue, loss of stakeholder support, and, most importantly, loss of customer loyalty. Major Incidents often feel like an Escape Game, collaborating to find clues, workarounds, and root cause resolution with minimal business impact.
Join us for an immersive, 60-mintue, Major Incident Adventure where attendees will explore best practices to communicate, automate, and mediate service disruptions before time is up! This unique breakout session will be a highlight of your Service Management World experience and will include a takeaway to test the wits of your service & support team.
We will have fun while breaking down major incident response and resolution techniques. In this session, attendees will
o Gain exposure to major incident facilitation best practices.
o Explore incident communication & escalation tools.
o Examine after action and root cause best practices.
o Receive a unique tool kit for testing their critical incident response practice.