What do you do if stakeholder expectations are high during a failure incident?

When an IT failure incident occurs, the pressure can be intense, especially when stakeholder expectations are sky-high. Your ability to manage the situation effectively is crucial to minimize damage and restore operations as swiftly as possible. This calls for a clear-headed approach that prioritizes communication, resolution, and learning from the mishap to prevent future occurrences.

1 Assess Quickly

As soon as a failure is detected, it's imperative to assess the situation rapidly. Understand the scope and impact of the incident and identify which services or processes are affected. This quick assessment allows you to provide stakeholders with immediate information about the incident, which is essential for maintaining trust and managing expectations. Your goal during this phase is to gather enough data to communicate the severity and potential recovery timeframes accurately.

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2 Communicate Clearly

Clear communication is paramount during a failure incident. You need to inform stakeholders about the issue, its impacts, and what's being done to resolve it. Avoid technical jargon unless you're speaking with technical stakeholders. Regular updates are crucial, even if there's no new information, as silence can lead to speculation and increased anxiety. Remember, the way you communicate during a crisis can greatly influence stakeholder confidence in your ability to handle the situation.

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Pallab Das

Major Incident Manager at ConnX AI
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Keep stakeholders informed with regular updates on the situation, including what caused the failure, what actions are being taken to resolve it, and the expected timeline for resolution. Communicate any changes or developments as they occur to maintain transparency and manage expectations.

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3 Prioritize Actions

Once you've communicated the initial details, prioritize your actions based on the criticality of affected services. Focus on restoring operations that have the most significant impact on the business first. Engage with your IT operations management team to deploy resources effectively and ensure that everyone understands their role in the recovery process. Time is of the essence, but so is the precision of your response.

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4 Involve Stakeholders

Involving stakeholders doesn't mean they should dictate the recovery process, but keeping them engaged and informed helps manage their expectations. They can provide insights into which aspects of the failure affect them most and might offer support or resources that could aid in the resolution process. A collaborative approach can foster a sense of partnership and shared responsibility, which can be beneficial during and after the incident.

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Ademilson Beirão

Desenvolver SQL | Analista de Suporte | Analista de Dados | Python | Analista de Sistemas.
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O envolvimento das partes só trará benefícios. Deixar todos bem informados, cientes dos problemas e prováveis soluções gerará empatia com a equipe. Ademais, decisões que afetem uma ou outra parte, serão rapidamente resolvidas/esclarecidas em conjunto e com apoio/suporte de todos envolvidos.

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5 Learn and Adapt

After resolving the incident, it's crucial to conduct a post-mortem analysis. This involves reviewing what went wrong, why it happened, and how it was handled. The goal is to learn from the failure and implement changes to prevent similar incidents in the future. Share these findings with stakeholders to demonstrate your commitment to continuous improvement and transparency. It's an opportunity to rebuild trust and show that their high expectations are being taken seriously.

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Pallab Das

Major Incident Manager at ConnX AI
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After the incident is resolved, conduct a thorough post-mortem analysis to identify the root causes of the failure and areas for improvement in processes, systems, or procedures. Use the lessons learned to enhance resilience, prevent similar incidents in the future, and improve stakeholder satisfaction.

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6 Maintain Transparency

Throughout the entire process, maintaining transparency with stakeholders is vital. Be honest about what you know, what you don't know, and what you're doing to find out. This builds credibility and shows that you're in control of the situation, even if it's an ongoing issue. Transparency also includes being open about potential risks and setting realistic expectations for resolution times and potential impact. It's better to under-promise and over-deliver than to disappoint stakeholders with unmet expectations.

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Pallab Das

Major Incident Manager at ConnX AI
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Be transparent and honest about the failure incident. Acknowledge the issue and its impact on stakeholders. Express empathy and understanding for any frustration or concern they may have.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What do you do if stakeholder expectations are high during a failure incident?

1

2

3

4

5

6

7

1 Assess Quickly

2 Communicate Clearly

3 Prioritize Actions

4 Involve Stakeholders

5 Learn and Adapt

6 Maintain Transparency

7 Here’s what else to consider

IT Operations Management

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What do you do if stakeholder expectations are high during a failure incident?

1

2

3

4

5

6

7

1 Assess Quickly

2 Communicate Clearly

3 Prioritize Actions

4 Involve Stakeholders

5 Learn and Adapt

6 Maintain Transparency

7 Here’s what else to consider

IT Operations Management

Rate this article

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