How are major incidents identified

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.