Page 333 - ITIL® Foundation 3.15
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Creation of a Major Incident Model
• Agree on what constitutes a major incident
• Map major incident prioritization to overall system • Establish a separate major incident team
• Should be under the direct leadership of the Incident Manager
• Targeted focus for this incident alone for swift resolution
• Involve Problem Manager for access to more knowledgeable resources
• Inform the Service Level Manager in case customer escalates
• Ensure that service desk records all activities and keeps users informed of progress
Time-frame for Response
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