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Major Incident Management

A major incident in ITIL is a 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.
The process should restore the business to normal state in the shortest time during a period of stress, manage information flow and expectations, ensure the capture and resolution of the root cause of the incident or problem, and identify improvements to remove or reduce the likelihood of re-occurrence.

Definition - poorly defined - we might be better using more severe benchmarks than at

May either cause, or have the potential to cause, impact on business critical services or systems.
Has significant impact on reputation, legal compliance, regulation or security of the business.
Must be of more than 15 minutes duration or recurrent
Affects more than 100 users currently- on TS we'd say 50 affected users was interesting, not sure 100 is major, more like 500
Is any incident which severely degrades a critical service or a less critical service in a critical time frame, e,g. payroll shortly before pay-day

Critical Services - again poorly defined as Desktop Services are not listed but the following may be relevant:
User login or authentication services
Email - staff, student, either?
Core network infrastructure, including inter site links
Large data storage arrays
Internet access
Library Systems - which?

Practical Process

Report to

Your manager if your service
Service desk
Out of hours: On-call AD [known only to service desk], or call 07881 857558

Service desk manager creates incident ticket with basic info
Incident board forms if situation warrants
Incident nature communicated to users by service desk, via FRMs if necessary

Presentation on MI - for reference only confused and not well ordered

Problem reporting

Major Incident Management Pricess diagram




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