Who Owns Your Major Incidents?

[dpittard]

We are in the planning stage of implementing Major Incident and are curious to know who owns your major incidents? When you promote/create a MI, does your MIM team own the MI through the life of it, or do you reassign it to a resolving group? If your MIM team owns the MI throughout, how do you keep the MI front and center to your resolving groups outside of chat/calls? By that, I mean something along the lines of a report on a dashboard or workspace that a member of the resolving group will see when they log into ServiceNow. Obviously the MIM team ensures that the MI is being actively worked by someone on the resolving group, but we'd like to make sure that everyone on the resolving team has visibility to the MI. If the MI record isn't assigned to their group, how do they see it? Ultimately, we're interested in your best practices and lessons learned. Thank you!

[Dr Atul G- LNG]

Hi @dpittard 

There are two things — ownership and responsibility.

According to ITIL, the MI team owns the Major Incident, which means they are accountable for the end-to-end life cycle of the Major Incident.
The resolving team, on the other hand, is responsible for carrying out the supporting actions such as fixing the issue and providing the RCA.

In short:

• Ownership = end-to-end accountability (MI team)

• Responsibility = execution/support actions (resolving team)

[Nikhil Bajaj9]

Hi @dpittard ,

In major incident management, the Major Incident Manager (MIM) is the owner. They are responsible for the end-to-end management of the major incident, ensuring its swift resolution and effective communication. The MIM coordinates the efforts of various teams and stakeholders involved in the incident. 

• Resolving Team: - While the MIM owns the overall process, the team responsible for fixing the issue and providing the root cause analysis (RCA) is also crucial. They are responsible for the technical actions needed to resolve the incident. 

I hope my answer will be helpful. If yes, please mark it- solution accepted.

Regards,

Nikhil Bajaj

[Bhuvan]

@dpittard 

Major Incident Management process has 3 key personas i.e., Major Incident Manager, Communication Manager and Major Incident Response team. Major Incident Manager owns the incident throughout the lifecycle and is responsible for engaging required users and support groups and co-ordinates with Communication Manager and MI Response team.

Below are the key responsibilities of their roles,

Major Incident Manager : Manages the response team and promotes/demote major incidents.

Creates or modifies communication plans. Administers Incident properties and Major Incident trigger rules.

Communication Manager : Manages communication for all major incidents and communicates with the stakeholders.

Major Incident Response Team : Focuses on the rapid restoration of services through major incident resolution activities.

Refer below video for reference,

https://www.youtube.com/watch?v=47iyD-GDPU0

You can go through Major Incident Management Fundamentals course from ServiceNow University,

https://learning.servicenow.com/lxp/en/it-service-management/major-incident-management-fundamentals?...

If this helped to answer your query, please accept the solution and close the thread.

Thanks,

Bhuvan