What's a Major Incident
This term describes an unplanned interruption to an IT service that has a high business impact and requires urgent resolution.
What is a Major Incident or MI
This person or specific manager role usually takes charge of the major incident response team.
Who is the Major Incident Manager.
Restoring the service quickly, even with a temporary fix, is known as achieving this state.
What is service restoration (or workaround implementation).
Unlike standard incidents, a major incident usually requires this dedicated group of people to work together immediately.
What is a Major Incident Team (or Incident Response Team), or IMC.
This team provides technical fixes and works under the direction of the major incident leader.
Who is the technical resolution group (or resolver groups).
This type of temporary fix restores service without solving the underlying root cause.
What is a workaround.
This key metric, often measured in minutes or hours, must be minimized during a major incident.
What is MTTR (Mean Time to Repair/Resolution)?
This group needs regular business updates, rather than deep technical details, during an outage.
Who are the stakeholders (or business leadership).
This meeting happens after the incident is resolved to discuss what went wrong and how to prevent it.
What is a Post-Incident Review (PIR) or Post-Mortem.
This specific communication channel or document is opened right away to keep stakeholders updated during a major incident.
What is a bridge call (or major incident room/channel).
This role acts as the single point of contact for executive updates during a severe disruption.
Who is the Communications Manager (or Incident Commander).
This report details the timeline, impact, and prevention steps after a major incident closes.
What is a Root Cause Analysis (RCA) report.
According to ITIL, this distinct process runs alongside major incident management to handle root-cause investigation later.
What is Problem Management.
This vendor or external partner role must be engaged early if the root cause lies in a third-party service.
Who is the third-party vendor manager (or service provider)?
This testing phase ensures that the permanent fix does not break other parts of the production environment
What is change validation (or regression testing).