{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":33849,"path":"it-service-management/service-operations-workspace/mim-in-sow.md","title":"Major Incident Management in Service Operations Workspace","bundle":null,"doc_type":null,"release":"australia","body":"\n# Major Incident Management in Service Operations Workspace\n\nCreate and manage major incidents in Service Operations Workspace.\n\n## Major Incident Management overview\n\n\\[Omitted video\\] Description: Introduction to Major Incident Management\n\n\\[Omitted image \"mim\\_sow\\_record\\_page\\_new.png\"\\] Alt text: Major incident record\n\nA major incident \\(MI\\) is created when an issue occurs that results in significant disruption to the business and demands a response beyond the normal incident management process.\n\nMajor incidents have a separate procedure with shorter timescales and higher priorities to encourage a faster resolution process for the incidents with a high business impact.\n\nThe definition of what constitutes a major incident must be determined based on your requirements. For example, a major incident can be created if a critical business service is impacted or if there’s a service outage that affects many users.\n\n## Major incident user roles\n\nThe major incident manager \\(major\\_incident\\_manager\\) user role is available in the base system and enables you to manage and resolve major incidents. As a major incident manager, you can do the following:\n\n-   Promote a major incident candidate to a major incident.\n-   Create a major incident.\n-   Directly promote an incident to a major incident without going through the proposal process.\n\n## Major incident creation\n\nA major incident is created or promoted from a major incident candidate. A major incident candidate can be created from the incident record page in Service Operations Workspace in the following ways:\n\n-   Propose an incident as a major incident candidate.\n-   Create a major incident candidate.\n-   Use major incident trigger rules to propose an incident as a major incident candidate or promote directly to a major incident automatically.\n\n## Major incident response and handling\n\nWhen responding to a major incident, some crucial actions include the following:\n\n-   Finding the correct resources\n-   Communicating updates to users and stakeholders\n-   Setting up conference calls to investigate and resolve the incident\n-   Escalating the incident when required\n\nYou must define the communication plans that are associated with a major incident based on pre-defined conditions. Incident communication plans and related communication tasks are created for a major incident based on the communication plan definitions. Afterwards, tasks get executed as defined in the associated incident communication.\n\n-   **[Major Incident Management process in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/mim-process-sow.md)**  \nA major incident has a high impact and urgency that affects a large number of users and deprives the business of one or more crucial services. Given the urgency of the situation, a well-coordinated response process is required to accelerate the resolution and minimize the business impact.\n-   **[Managing a major incident record](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/managing-major-incident-sow.md)**  \nManage a major incident record with a playbook or the various tabs on the major incident record page.\n\n**Parent Topic:**[Managing IT services in your organization](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/managing-services-operations-in-organization.md)\n\n**Related topics**  \n\n\n[Knowledge Management in Service Operations Workspace]()\n\n[On-Call Scheduling in Service Operations Workspace]()\n\n[Problem Management in Service Operations Workspace]()\n\n[Recommendation Framework in Service Operations Workspace]()\n\n[Recommended Actions for ITSM in Service Operations Workspace]()\n\n[ServiceNow integrations with Microsoft Teams in Service Operations Workspace]()\n\n[Service Level Management in Service Operations Workspace]()\n\n[Walk-up Experience management in Service Operations Workspace]()\n\n[Collaboration in Service Operations Workspace]()\n\n[Computer Telephony Integration in Service Operations Workspace]()\n\n[Universal Request in Service Operations Workspace]()\n\n[Universal Task in Service Operations Workspace]()\n\n[Resetting password using Service-desk assisted Password Reset in Service Operations Workspace]()\n\n"}}