Major Incident

Major incidents trigger a separate, accelerated process with dedicated resources, a major incident manager, and heightened communication. They typically involve service outages affecting large numbers of users or critical business processes. The major incident process includes establishing a bridge/war room, frequent stakeholder updates, executive escalation, and post-incident review. Speed of communication is as important as speed of resolution. After resolution, a thorough post-incident review (PIR) captures lessons learned, identifies root causes, and drives improvements to prevent recurrence.