Demo - 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.

Видео Demo - Major Incident Management канала ServiceNow - Now Community