A major incident is an incident that results in significant disruption to the business and demands a response beyond the routine incident management process.
The Major Incident Management Process applies globally to all Customers and includes Incidents resulting in a service outage.  This process is triggered by Incidents directly raised by Users or via referral from the Event Management Process, which are classified as Major Incidents in the Incident Management Process by the Service Desk.

Entry Criteria

Major Incident Management Process commences when an Incident has been identified and recorded as a Major Incident in the Incident Management Tool by the Service Desk.


The inputs to the Major Incident Management Process include:

  • Incidents identified as Major Incident from the Incident Management Process raised directly by Users or generated via referral from the Event Management Process.
  • Knowledge Management Database (known errors/ existing resolutions/ accepted workarounds)
  • Details of impacted Configuration Items (CIs) from Configuration Management Database (CMDB)
  • Major Incident Assignment Scripts & Organisational Major Incident Communication Process

Exit Criteria

The Major Incident Management Process is complete when:

  • Major Incident is resolved or self-resolved and the Incident record is closed with a workaround/permanent resolution. In case of a workaround a Problem record will be raised for Root Cause Analysis and permanent resolution.
  • Incident is downgraded and routed to the Incident Management Process for resolution.


The expected outputs from the Major Incident Management Process are:

  • Successfully implemented Change through the Change Management Process.
  • Problem record raised in Problem Management tool for Root Cause Analysis (RCA).
  • Priority downgraded Incident routed to Incident Management Process for resolution.
  • Restored Service.
  • Updated Knowledge Base/Known Error Database.
  • Closed Incident record with accurate details of the Incident attributes and the steps taken for resolution.
  • Notification through various channels (email, call etc.) on the initiation, resolution process and closure of Major Incident to various stakeholders.
  • Updated Daily Operation Report.
  • Accurately recorded service and/or component outage details (e.g. start, end, duration, outage classification, etc.).

Key Activities

  • Major Incident identified from Incident Management Process
  • Assign Incident to Incident Resolver Team
  • Notify Resolver & Organisational Incident Management Teams
  • Service Restoration
  • Notifications and Communications
  • Conduct Investigation & Diagnosis
  • Resolution
  • SME inputs
  • Develop Resolution/Workaround
  • Resolution Type (Permanent)
  • Root Cause Analysis
  • Change Record
  • Confirmation of Status of Incident
  • Daily Operations Update
  • Closure of Incident


It is very important to establish a Major Incident Management Process in conjunction with Incident Management, Problem Management, Change Management and Communication Management processes. A key process in ITSM to restore service in the event of a major incident.

Business Consulting, Managed Services, Operations Management Suite
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