Complex Incident Restoration

Using a highly proven approach to arrive at a restoration on 1st attempt


A complex incident in the KEPNERandFOURIE®️ methodology is defined as a situation where the Incident Team could not agree on a consensus restoration. This would only apply to the restoration of a critical service in a Priority 1 and Priority 2 type incident.

KEPNERandFOURIE®️ recognize the fact that 80% of daily incidents are normally restored with existing knowledge, experience and prior cases using a trial & error approach. We are particularly interested in the 20% of cases where the incident team are unable to restore the critical service within 4 hours. This begs the question – WHAT NOW?

In such cases we advocate a positive and courageous decisive action by the responsible person, pivoting from a “Trail & Error” type of approach to that of a highly effective and quick solution-finding approach.

We suggest the incident team adopt an established process such as the KEPNERandFOURIE methodology. This would make the difference between an hours/day’s resolution, as opposed to days/weeks of a frustrating trial and error tactics.

Why this new offering

Professional problem solvers need guidelines to help them to be more effective and efficient in their assignments. This is even more critical when a team operates under a stressful time-pressure situation such as a major incident.

We have noticed the following destructive practices when involved in typical Major Incident Management sessions helping clients to restore service.

  1. Most times the same people are invited to the majority of MIM bridge sessions whether they would be needed or not.
  2. In almost every case (95%-98%) the team was investigating the wrong fault.
  3. In over half of the sessions there was no appointed single responsible person.
  4. In most cases the team had too many people to get agile traction and speed.
  5. In at least 99% of cases the team used a “Trial & Error” approach and not a problem-solving approach.

The Complex Incident Restoration approach will rectify this through using a template with 5 questions (with or without AI contributions)

Components to ensure success in an Incident Restoration Session

The consultants in our organization pooled their expertise and crystallized the following critical components for a reliable restoration approach.

  • One Boss on the Bridge –Appointment of one person to be responsible and to ensure progress in a common direction.
  • Appropriate Information Sources –Gather factual specific information only, sourced from data closest to the incident.
  • Start at the correct end –Start with the most specific and accurate fault and avoid getting into a “trial & error” negative spiral.
  • Use a recognised process and have someone guide you through the process with a template of pre-determined questions.
  • Excellent business communications – Make one person responsible for a close two-way contact with Business.
  • Find a way to socialize all the above within 3 months.


“We always thought the need to have the best qualified people on the BRIDGE. Great was my shock when I was told by the KEPNERandFOURIE consultant that this strategy is not always the most optimal. Going from best qualified to those who are working with the issue changed our MTR from days to hours”

SM Director: Airport SW platform company

How can we help you?

Bank House
81 St Jude’s Rd
Englefield Green
TW20 0DF
United Kingdom

Phone (UK): +44 (0) 1784 439 955

Facsimile: +44 (0) 1784 434 221


  • Washington DC
  • Los Angeles
  • Sydney
  • Singapore
  • Shanghai
  • Vancouver
  • Rotterdam
  • Toronto
  • Istanbul
  • Johannesburg
  • London
  • Pune