What is Incident Management?
In the ITIL framework, the term Incident refers to an unplanned service-impacting event.
According to ITIL, “the Incident Management process ensures that normal service operation is restored as quickly as possible and the business impact is minimized.”
Major Incident is a sub-category of Incident whose definition varies from organization to organization, but can be loosely described as an emergency service-impacting event.
The process for managing Major Incidents may also vary from organization to organization, but typically it is a separate process to Incident Management.
Servicely supports organizations with a platform for full life-cycle management of Incidents, both regular and major.