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Major incident management

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Major incident management

A major incident (MI) is an incident that results in significant disruption to the business and demands a response beyond the routine incident management process. Major incidents have a separate procedure with shorter timescales and urgency that is required to accelerate resolution process for incidents with high business impact.

The definition of what constitutes a major incident must be determined and agreed upon. For example, a major incident could be created if a critical business service is impacted or if there is a service outage that affects a large number of users.

There are multiple ways to create a major incident candidate. You can:
  • Propose an incident as a major incident candidate by clicking Propose Major Incident from the context menu.
  • Create a new major incident candidate by clicking Create Major Incident Candidate from the left navigation pane.
  • Mark an incident as a major incident candidate based on the major incident trigger rules.
As a major incident manager, you can:
  • Promote a candidate to a major incident by clicking Promote to Major Incident from the context menu.
  • Create a new major incident by clicking Create Major Incident from the left navigation pane.
  • Promote an incident to a major incident without going through the proposal process.

Crucial things in responding to a major incident are to involve right resources, communicate updates to users and stakeholders, setup conference calls to investigate and resolve the incident, and escalate when required. Using Task Communications Management, you can define communication plans that are associated with a major incident based on pre-defined conditions. Incident communication plans and related Communication tasks are created for a major incident based on the Communication plan definitions. Thereafter, tasks get executed as defined in the attached incident communication.

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