Major Incident Management

Overview

This skill provides a comprehensive framework for managing Priority 1 (P1) and Major Incidents in ServiceNow. Major incidents require immediate, coordinated response due to their significant business impact.

What qualifies as a Major Incident:

• Complete service outage affecting large user population
• Critical business function unavailable
• Significant security breach
• Revenue-impacting system failure
• Executive-declared emergency

Key outcomes:

• Rapid service restoration
• Clear stakeholder communication
• Coordinated technical response
• Documented timeline for post-incident review