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    Home New York IT Service Management IT Service Management Incident Management Major incident management

    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 can 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 of the Incident form.
    • 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.

    • Major incident management process

      A major incident is a highest-impact, highest-urgency incident that affects a large number of users, depriving the business of one or more crucial services. Given the urgency of the situation, a well-coordinated response process is required to accelerate the resolution and minimize the business impact.

    • Major Incident Management plugins

      You can activate the Major Incident Management plugins if you have the admin role.

    • Create trigger rules for major incidents

      Create trigger rules to define conditions under which a trigger action is executed. You can create major incident trigger rules to define conditions under which an incident is automatically considered as a major incident candidate.

    • Working on major incident management

      The section covers topics that help you with a variety of technical concepts related to major incident management such as the different ways to create a major incident, ways to reject a major incident candidate, demote a major incident, or close a major incident.

    • Major incident workbench

      The major incident workbench is a single pane view designed for major incident managers, communication managers, and resolver groups. The workbench helps to manage major incidents by aggregating and providing actionable information.

    • Major incident overview (dashboard)

      Major Incident Overview module provides two versions of the Performance Analytics (PA) Dashboard to review major incident information at a glance.

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    Release version
    Choose your release version

      Major incident management

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      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 can 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 of the Incident form.
      • 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.

      • Major incident management process

        A major incident is a highest-impact, highest-urgency incident that affects a large number of users, depriving the business of one or more crucial services. Given the urgency of the situation, a well-coordinated response process is required to accelerate the resolution and minimize the business impact.

      • Major Incident Management plugins

        You can activate the Major Incident Management plugins if you have the admin role.

      • Create trigger rules for major incidents

        Create trigger rules to define conditions under which a trigger action is executed. You can create major incident trigger rules to define conditions under which an incident is automatically considered as a major incident candidate.

      • Working on major incident management

        The section covers topics that help you with a variety of technical concepts related to major incident management such as the different ways to create a major incident, ways to reject a major incident candidate, demote a major incident, or close a major incident.

      • Major incident workbench

        The major incident workbench is a single pane view designed for major incident managers, communication managers, and resolver groups. The workbench helps to manage major incidents by aggregating and providing actionable information.

      • Major incident overview (dashboard)

        Major Incident Overview module provides two versions of the Performance Analytics (PA) Dashboard to review major incident information at a glance.

      Tags:

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