Difference between P1(critical) incident and major incident ?

[shalini47]

Is that all P1 incidents are major incidents?

All major incidents are in critical state in what way they are different from p1 incidents

[Community Alums]

That's a process issue. 

Theoretically priority != major incident. 

There are scenarios where customers have both Critical and High major incidents - where those customers define major incidents as any incident being coordinated by a major incident manager. Similarly, those customers have Critical and High incidents that are not major incidents. 

[Martin Ivanov]

Incident management is out of the box solution, included in the main package.

Major incident management is additional plugin that you subscribe for.

Whether one incident is major or not is a decision, taken by the major incident manager. Of course all Major incidents have priority 1 - this is somehow natural. If something is breaking your normal business operations, then it must be with a high priority in your queue, right?

Please read a bit more for ITSM processes, some ITIL training or something that will bring more clarity in your mind about processes. Then you'll see that the tool is following the processes, and works as it is supposed to work.

Please Mark Correct AND Helpful. THANKS!

[Saurav11]

Hello,

From the process point of view the literal definition can differ from project to project based on how the process owners want to define it.

But in simple words on how Servicenow has made the configuration is that 

Ant Incident can be made P1 buy any ITIL user by adjusting the Impact and Urgency.

But a Major Incident can only be created/promoted only by a Major Incident manager.

Please mark answer correct/helpful based on Impact.

[Martin Ivanov]

Hi. If your issue is resolved and my response has helped, plese consider marking Correct and Helpful. Thanks!

Martin Ivanov

2022 Community Rising Star