Major Incident Management aims to:
- Return an interrupted business-critical ICT service to normal availability as quickly as possible (or prevent an interruption where a potential one exists)
- Mobilise technical support resources to deal with actual or potential interruptions to critical services
- Communicate effectively with business and ICT management and staff during the lifecycle of Major Incidents.
This document defines how Major Incidents affecting services provided by ICT are identified, escalated and managed throughout their lifecycle. This process does not cover the activities involved in the analysis or resolution of Incident.
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