1. define major incident measure business impact create communication strategy
  2. creat a crisis management team with primary & secodary for every service that you offer , includeing vendor, typical things Telecom mobility, hosting&storage,
    your major CRM or ERP application owners. change manager, help desk manager , IT service director .
    3.crisis management checklist and assign someone to run each&every single crisis as a crisis manager .
    should include sections like business impact, the confernece line information , the list of team memeber that are participating an area to keep track of troubleshooting and of course an area for communications.
    4.communication checklist. voice email, telepone content and frequesncy setup and agree to in advance.
    5.automated alert from helpdesk, auto alert to as many as possible.
  3. setup the firstline for IT folks to sort the problem and second line is fot the business folks , always separate the business line from technical line.
  4. create script for those conference call
  5. practice at least once in a quarter.