In the major incident process, timelines are the most important aspect of the process to do right. The reason is that it is the best source of data for problem management, which oversees the process from a quality viewpoint. Deviations from the norm are clear indicators of underlying issues. The timelines in the major incident process are aligned with the ITIL process as these timelines in ITIL are referred to as the Expanded Incident Lifecycle.
Read the article over at LinkedIn here.