Task Descriptor: Understand Major Incident

Relationships

Roles	Main: Problem Analyst	Additional:	Assisting:
Inputs	Mandatory: Incident Information	Optional: None	External: None
Outputs	Incident Information

Main Description

Review a major incident to determine if it should be identified as a problem. Major incidents have a large impact on the delivery of IT services and indicate something that should be resolved. When a problem record is created, link it to the major incident.

Properties

Multiple Occurrences
Event Driven
Ongoing
Optional
Planned
Repeatable

More Information

Tool Mentors	ITSRM – Problem Management and Incident Management CAM WS - Investigate and Diagnose Problem in Problem Management OMEGAMON - Perform Problem Management TEC - Perform Problem Management TDS - Detect and Log Problem ITM - Problem Management CAM RTT - Problem Management TNO - Problem Management TNM – Problem Management CAM WS - Overall View of a Problem in Problem Management