Joined: Sep 16, 2006 Posts: 3318 Location: London, UK
Posted: Fri Apr 05, 2013 9:26 pm Post subject:
ITIL defines Major Incident as the following - from the ITIL GLossary
Major Incident (Service Operation) The highest Category of Impact for an Incident. A Major Incident results in significant disruption to the Business.
It is up to your org to define what Significant disruptions to the busines means for your own org
I can provide examples
Payday is within a few days. The system that processes the payroll that sends the information to the banks so that people can be paid on payday. The information has to be in your bank 3 Business days before payday. 5 business days before payday, this system crashes...
Would YOU consider that a major incident ?
What happened if it happened the day after the payroll was processed ? Is it as impacting as before the info was processed _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
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