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ITIL :: View topic - When does an 'Incident' become a 'Major Incident'?
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When does an 'Incident' become a 'Major Incident'?

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Joined: Apr 05, 2013
Posts: 1

PostPosted: Fri Apr 05, 2013 9:05 pm    Post subject: When does an 'Incident' become a 'Major Incident'? Reply with quote

Id like some opinions In ITIL terms, when does an Incident become a Major Incident?

What should be considered when determining if an incident should be managed as a Major Incident?

Thanks in advance.
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Joined: Sep 16, 2006
Posts: 3584
Location: London, UK

PostPosted: Fri Apr 05, 2013 9:26 pm    Post subject: Reply with quote


ITIL defines Major Incident as the following - from the ITIL GLossary

Major Incident (Service Operation) The highest Category of Impact for an Incident. A Major Incident results in significant disruption to the Business.

It is up to your org to define what Significant disruptions to the busines means for your own org

I can provide examples

Payday is within a few days. The system that processes the payroll that sends the information to the banks so that people can be paid on payday. The information has to be in your bank 3 Business days before payday. 5 business days before payday, this system crashes...

Would YOU consider that a major incident ?

What happened if it happened the day after the payroll was processed ? Is it as impacting as before the info was processed
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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