IPC Topics

Incident Management is best understood not through theory, but through real-world scenarios. Incident Management Case Study: File Server Not Accessible  In this case study, I walk through a live incident I handled as an Incident Manager — from initial impact assessment to resolution and post-incident review. This example highlights decision-making, communication strategy, and process discipline required during production incidents. Simple. Professional. Authority-building. Incident Management Case Study: File Server Not Accessible (CAI1412FIL25) 🔹 Incident Snapshot Incident Title: File Server Not Accessible – Cairo Office Region / Location: Cairo Service Impacted: File Server (CAI1412FIL25) Priority: P2 Users Impacted: 100+ users Incident Type: Infrastructure / Server Proposed as Major Incident: Yes 🔹 Incident Background Users from one of the client’s offices in Cairo raised an incident reporting that they were unable to access files hosted on the file server CAI1412FIL25. Due t...

Hello Reader, Welcome to IPC Topics — a blog focused on Incident, Problem, and Change Management. Who am I? You can call me MB — just my initials for now. At this stage, I prefer to keep my full name private (nothing mysterious… just sensible 😊). Thank you for stopping by. If you are already familiar with ITIL, you’ll know exactly what this blog is about. If you’re new to ITIL or IT Service Management, you might feel a little lost at first — just like I did about four years ago. Don’t worry. That confusion is temporary. If you are interested in Incident Management, Problem Management, or Change Management — collectively called IPC — stick around. This blog is built for that journey. Who will benefit from this blog? If you are planning to start your career as an Incident Manager, Problem Manager, or Change Manager, this blog will help you build clarity. If you’re already in one of these roles with a year or two of experience, the real-life scenarios and practical insights will act as a...