Incident Prioritization for Major vs Single Incident

[amyfrye]

At my organization, we are trying to revamp our Incident Priority Definitions and Criteria. Our current Incident Priority Matrix mostly covers what to do and what is considered a Major Incident Priority 1 vs Major Incident Priority 2 and so on. We don't have any criteria for a single incident being a priority 1, 2 or 3. We think there should be a distinction and different criteria for Major incident vs single incident. We are looking to see what others have for their incident priority criteria and definitions. Do you separate Major vs single incident? If so, are you willing to share how you have it structured? Happy to jump on a conference call too for further discussion. Thank you!

[Juan Osorio]

Major Incident can be driven by having multiple incidents reporting the same thing. A collection of incidents can  have a child relationship to its parent Major incident.

Example

P1 - Windows SSO Authentication is down for all users (Parent) 

|_____P3 - User A Unable to login to pc (Child)

|_____P3 - User B gets error when trying to login to pc (Child)

|_____P3 - User C cannot login to laptop (Child)