Introduction

A major incident (MI) in ITIL is simply a type (although an important type) of incident. Though small in number they represent a significant challenge to IT Services, and require effectively “special definition and handling.”
Once the Service Desk are aware that a major incident exists, they will commence a process that provides an elevated level of visibility and communications, all with the goal of minimizing impact on the university.

A major incident (MI) in ITIL is simply a type (although an important type) of incident. Though small in number they represent a significant challenge to IT Services, and require effectively “special definition and handling.”