Gartner Research

An Introduction to Major Incident Handling

Published: 12 March 2015

ID: G00274932

Analyst(s): George Spafford , Biswajeet Mahapatra


Major incidents in the IT organization threaten the productivity of the business. IT organizations must establish a consistent set of criteria to determine what is considered a major incident, ensuring that the correct procedures and resources are available to address such issues when they arise.

Table Of Contents
  • Key Challenges



  • Define What Constitutes a Major Incident
  • Define Team Responsibilities to Manage Major Incidents Based on Location and Zone of Maximum Impact
  • Establish an IT DRM or IT SCM Function to Handle Major Incidents
  • Bottom Line

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