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Major Incidents
Major Incident –
an incident that
has been agreed
(with the
business) that
the impact is
significant
enough to justify
its own special
model This
major incident
model will
highlight the
expanded effort
that will be expected from IT when dealing with this particular type of incident...IT would ensure that the engineers called in to work on this issue were senior, and knowledgeable. Remember, models have pre-defined steps (as above) and this set of pre- defined steps would be more intense than for a minor incident model.
Timescales - Must be agreed for all
incident-handling stages (these will
differ depending upon the priority level
of the incident) – based upon the
overall incident response and resolution targets within SLAs – and captured as targets within OLAs and Underpinning Contracts (UCs).
All support groups must be fully aware
Service Management tools should be used to automate
timescales and escalate the incident as required based on pre-defined rules.
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