Major Incident Management in Service Operations Workspace

Create and manage major incidents in Service Operations Workspace.

Major Incident Management overview

[Omitted video] Description: Introduction to Major Incident Management

A major incident (MI) is created when an issue occurs that results in significant disruption to the business and demands a response beyond the normal incident management process.

Major incidents have a separate procedure with shorter timescales and higher priorities to encourage a faster resolution process for the incidents with a high business impact.

The definition of what constitutes a major incident must be determined based on your requirements. For example, a major incident can be created if a critical business service is impacted or if there’s a service outage that affects many users.

Major incident user roles

The major incident manager (major_incident_manager) user role is available in the base system and enables you to manage and resolve major incidents. As a major incident manager, you can do the following:

• Promote a major incident candidate to a major incident.
• Create a major incident.
• Directly promote an incident to a major incident without going through the proposal process.

Major incident creation

A major incident is created or promoted from a major incident candidate. A major incident candidate can be created from the incident record page in Service Operations Workspace in the following ways:

• Propose an incident as a major incident candidate.
• Create a major incident candidate.
• Use major incident trigger rules to propose an incident as a major incident candidate or promote directly to a major incident automatically.

Major incident response and handling

When responding to a major incident, some crucial actions include the following:

• Finding the correct resources
• Communicating updates to users and stakeholders
• Setting up conference calls to investigate and resolve the incident
• Escalating the incident when required

You must define the 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. Afterwards, tasks get executed as defined in the associated incident communication.

• Major Incident Management process in Service Operations Workspace
  A major incident has a high impact and urgency that affects a large number of users and deprives 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.
• Managing a major incident record
  Manage a major incident record with a playbook or the various tabs on the major incident record page.

Parent Topic:Managing IT services in your organization

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