It is imperative that processes are in place that ensure a major incident is identified. Typical alert and identification scenarios include:
• The Service Desk notices a large volume of similar incidents that seem connected to a single issue
• End users contact the Service Desk or use a self-service portal to notify the Service Desk of a critical service outage
• Event monitoring alerts business-critical services that there is a failure or potential failure
• Technical Resolving Groups identify a major incident or potential major incident during routine maintenance work.