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My library Knowledge Sources To Go is very popular, but it was intended mainly as a thematically grouped guide to standard sources and was provided by me as a PDF file. For certain topics, however, there is so much content that I can no longer include it in that document, as it cannot continue to grow forever.

For this reason, I have decided to handle such topics in individual community articles like this one instead.

What is Major Incident Management?

A major incident (MI) is an incident that results in a significant disruption to the business and demands a response beyond the routine incident management process. Major incidents are managed as a sub process occurring within Incident Management where the impact of the incident is considered to have a particularly strong impact on the business such that additional activities must be undertaken to ensure the impact is reduced or removed as quickly as possible. Major incidents are coordinated by a single individual (Incident Manager) who will manage the situation through to resolution. The Incident Manager can use incident tasks to allow multiple support groups and users to work on the resolution concurrently. Incident Managers use the Major Incident Workbench to communicate regular updates on the progress of the incident through the lifecycle. When the incident has been resolved, the Incident Manager can conduct a review of the incident and any follow-up activities

Product Documentation

Entry point to the official product documentation

Process Guide

Provides detailed guidance on the way that ServiceNow intends the process to-be, for Incident Management and Major Incident Management.

Trainings & Courses

Major Incident Management Fundamentals

This course teaches users how to leverage ServiceNow Major Incident Management to increase employee productivity and minimize disruption to end users by ensuring business continuity with streamlined service restoration and communication activities.

Major Incident Management Implementation

Explore the key components of Major Incident Management in the ServiceNow platform. Activate and configure the MIM application to fit your business needs, which will prepare your organization to resolve a major incident quickly and efficiently.

Articles & Blog Posts

2021-05-13 by Sascha Sobolev

Major Incident Management (MIM) - Edit the Resolve button modal popup window to account for custom f...

Do you need to require an additional field for Incident resolution but are not sure how to edit the Major Incident workbench Resolve button to account for this? If so, you are at the right place, and I hope this helps you!

2023-12-04 by @Chris Shakespea

Managing Outages within a Service Management Enviroment

An IT outage is when computer systems or networks stop working correctly, often due to hardware issues, software glitches, or other unforeseen events. This disruption can lead to downtime, impacting productivity and business operations. To minimize such issues having a well established process for managing outages is essential.

Videos &

Podcasts

2020-04-09 by chad corriveau

Major Incident Management with ServiceNow

Prioritize service issues and ID root cause faster

Troubleshooting

Known Error Portal

Pre-configured filter for the respective topic. Remove the query string or modify the filters on the left side if you want to narrow down the search results in a different way.

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