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IT Support & Hardware · Intermediate

Major Incident

A high-impact incident requiring a separate, expedited procedure with dedicated coordination.

Definition

Major incidents affect many users or critical services and invoke a dedicated team, a major incident manager, frequent stakeholder communication, and a post-incident review. They often lead to problem records for root cause analysis.

Example

A company-wide authentication outage triggers the major incident process.

Exam tip

Major incidents have their own procedure and communication plan.

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