Support World Live is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

Save up to $400 with early bird savings when you register by Feb. 28!

Session 207: BOOM Goes the Incident!

Wednesday, April 22 at 11:30 AM

View Schedule

An explosion rocks your organization's data center, resulting in loss or degradation of all IT services, impacting your entire user base – what do you do? How do you assess safety conditions, communicate with key stakeholders, and field the calls overwhelming your help desk, all while coordinating service restoration and performing root cause analysis?
Disasters can occur any time, any place, leading to IT service degradation and outages. While we all strive to maintain 100% uptime, it's nearly impossible. In this case study, Matt Lacy and Scotty Shepherd will share their lessons learned from a very similar scenario and how they developed, formalized, implemented, and matured their major incident process, which has led to improved communication with IT service providers, stakeholders, and leaders, and a more resilient IT organization overall!

This case study will cover the importance of:
• Having thoughtful major incident process for business continuity and disaster recovery
• Creating an effective major incident communication plan
• Determining critical roles for your major incident response team

SupportWorld Live speaker photo for Matt-Lacy

Matt Lacy

Senior IT Manager

Texas A&M University - Division of Information Technology

Matt Lacy is the senior IT manager for Texas A&M University's Help Desk Central. Matt leads a team of approximately 55 student workers and six full-time staff to operate A&M's central help desk. With more than 18 years of IT experience, Matt plays an integral strategic role in many of the organization's continual service improvement efforts. Matt is currently studying management in the Mays Business School at Texas A&M University, and was the recipient of 2018 Texas A&M Student Employment Impact Award. Matt holds is certified in KCS Foundations and holds his HDI Support Center Team Lead and HDI Support Center Manager certificates.


SupportWorld Live speaker photo for Scotty-Shepherd

Scotty Shepherd

Training & Quality Assurance Manager

Texas A&M University - Division of Information Technology

Scotty Shepherd is the Training and Quality Assurance Manager for Texas A&M's Help Desk Central, where he is directly responsible for the recruitment and training of student technicians. Scotty has over 14 years of IT experience and has been teaching other IT professionals since 2008. Prior to joining the Help Desk Central team, Scotty served as the IT manager for the Texas A&M Health Science Center Help Desk and Bryan Support Team. Scotty received his BA in history with a minor in psychology from Texas A&M.