MIM Team Matrix
- 19 Feb 2025
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MIM Team Matrix
- Updated on 19 Feb 2025
- 1 Minute to read
- Print
- PDF
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The MIM (Major Incident Management) Team Matrix is a structure used in incident management to specify team roles and duties during a major event. It is used to define roles, responsibilities, and escalation paths for handling critical incidents efficiently. For a quick and effective response to incidents, the MIM team ensures good team coordination and collaboration.
Let's explore the following use-case.
Use Case User Persona: Administrator | Solution |
| NovaTech is a well-established online retail company with millions of customers. Their website is a critical platform for customers to browse and purchase products. A major incident occurs when the website goes down, rendering it inaccessible to users. | To resolve this, the Administrator configures the MIM Team Matrix. This team takes charge of the Incident response and investigates network connectivity issues. They examine server infrastructure and analyze application code or bugs on performance issues. They keep customers and internal teams informed about incident progress and the expected impact thereby ensuring priority in resolution. |
Configure MIM Team Matrix
To configure the MIM Team Matrix, perform the following steps:
- Click Service Management.
- Click Settings > Design Studio.
Figure: Select Design Studio - Navigate to Design Studio > Module > Configuration > Matrices > MIM Team Matrix. The admin can view the list of all configured MIM Team Matrix items. To learn more about managing the list page navigate to Manage MIM Team Matrix.
Figure: MIM Team Matrix
4. Click New on the right side of the page. All the configured MIM Team Matrix values are used across the Service Management module.
Figure: MIM Team Matrix New
The grid provides a detailed view of the details page of the MIM Team Matrix. For more information refer to the field description table below.
| Field | Description |
|---|---|
Tenant | A Tenant is similar to a Department within an organization that provides support-related services. For example, IT, Facilities etc. |
| Workgroup | Select the Workgroup for which you want to configure Major Incident. |
| Category | Specify the Category for the Incident that needs resolution by the MIM Team. The tree view is enabled to select the Category. |
| Priority | Choose the priority of the Incident that needs to be resolved by the MIM Team. |
| Stakeholders | Choose the Users from the drop-down menu. Multiple stakeholders can be selected in this option. |
| Active | If selected, the Major Incidents configuration becomes active. |
5. Enter all the details and click Save.
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