What is Major Incident Management and how it is handeled in servicenow?

[GlideFather]

Hi @shubhamsdwb,

imagine an outage in the organisation, it will end up that every impacted user will create their own incident, because they don't know that it is impacting more people. And if the team working on the support would need to update all these records manually, they will not have capacity for that and they might forget about some.

Instead, the incidents with the same root cause are linked into a major incident which is like the "central incident" and adding comment or changing state in the major will be copied to the other incidents.

Example: server is down, 120 people cannot access their account, so they each report is as incident asking for help. The service desk cannot add 120 comments that there is an outage happening, instead of it, the major incident is created and all the 120 incidents are linked to it. Then adding one single comment to Major is transferred to all the 120 in one action. Once the issue is resolved, communication can be sent the same way and once it is all good it can be also resolved by resolving the major, not doing it one by one for 120 records...

(the number 120 is just random, it would work the same for 500 as well as for 😎 

Official documentation:

https://www.servicenow.com/docs/bundle/yokohama-it-service-management/page/product/incident-manageme...

Let me know if this makes sense to you.

PS: similar process is linking incidents to problem.

[GlideFather]

@shubhamsdwb

Please note that multiple answers can be accepted. It’s a helpful practice that supports contributors and benefits future readers. Thank you

[garimakharb · Accepted solution]

Major Incident Management is used to handle high-impact issues that affect critical services or a large number of users. In ServiceNow, such incidents are flagged as major incidents and follow a special process. A Major Incident Manager is assigned, notifications are sent automatically, and a dedicated team is brought in to resolve the issue quickly. ServiceNow also helps with real-time collaboration, updates to stakeholders, and tracking the resolution progress. After the incident is resolved, a review can be done to prevent it from happening again.

[prerna_sh]

Hi @shubhamsdwb 

Major Incident Management in Servicenow is specialized process focusing on quickly "resolving high impact incidents" that significantly disrupt business operations. Incidents with the same issue are linked together into a major incident.

To understand more go through to following documents
Major Incident Management process

If my response solves your query, please marked helpful by selecting Accept as Solution and Helpful. 
Thanks,
Prerna