This is the blog of Ronald Bartels that wanders on and off the subject of problem management (that is how it started), but it is best described by Ray who says this is Daddy's thoughts! Like the best music is from the Eighties and a wee dram helps in solving most inconveniences.
The most important IT process of them all - the Major Incident process
ITIL mentions the Major Incident process as a special case of the
incident management process as well its close relationship to problem
management. However, the Major Incident process requires greater clarity
and specification as in many large enterprises the process is crucial
for overcoming a crisis. A Major Incident typically defined as an
incident with severe negative business consequences and an important
duty of any designated Information Technology (IT) resources is to deal
with Major Incidents in a structured manner. We will address this
important topic in a series of articles that specifically addresses the
process and crisis management in general.