Activity: 02.08 - Resolve And Complete Major Incident
The main purpose of this activity is to ensure that the resolution provided for the major incident is successfully implemented and close it in the IT Service Management tool.
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Description
Major incidents must follow the same steps as in case of normal incidents, for recovery and resolution. Only difference is relavent teams must coordinate for quicker recovery and that the entire process is governed by Major Incident Manager along with other stakeholders. If a change is needed to resolve a major incident, procedures for emergency change would be triggred. Post closure, Major Incident Manager should review the major incident record and decide if the post incident review is needed.