A major incident (MI) is an incident that results in significant business disruption and requires a response beyond the routine incident management process. For major incidents, a separate procedure applies with shorter timescales and urgency that is necessary to accelerate the resolution process for incidents with a major business impact.

The definition of what constitutes a major incident must be established and agreed upon. For example, a major incident could occur if a critical business service is affected or if there is a service outage that affects a large number of users.

There are several ways to create a candidate for a major incident. You can:

-Suggest an incident as a candidate for a major incident by clicking Propose Major Incident in the context menu of the incident form.

-Create a new Major Incident Candidate by clicking Create Major Incident Candidate in the left navigation pane.

-Mark an incident as a major incident candidate based on the major incident trigger rules.

As a major incident manager you can:

-Promote a candidate to a Major Incident by clicking Promote to Major Incident in the context menu.

-Create a new major incident by clicking Create Major Incident in the left navigation pane.

-Promote an incident to a major incident without going through the proposal process.

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