Major Incident Management Process – DZone DevOps

The major incident management process is a set of steps taken to identify, analyze and resolve critical incidents that could cause problems if not addressed. DevOps Key Incident Management Teams for DevOps and IT Operations teams determine how they respond to unplanned events or outages and restore services for operational compensation. the I visit Incident management software is an important responsibility of Microsoft and represents a reliable investment for all customers who use Microsoft online services.

Almost all companies subscribe to a SAAS product based on its features, benefits and accident severity. The SaaS provider provides key incident management solutions within the cloud. However, there are still privacy and security issues depending on the challenges due to partial or complete abstraction of IaaS from the cloud provider.

the Major Incident Management Process It is essential for your organization, as it helps reduce the impact of major accidents on your business. Major Incident Management restores normal service operations while reducing business impact and maintaining quality.

Resolving and closing major incidents is the main challenge for all organizations looking to IT teams. IT teams need to resolve incidents as quickly as possible using appropriate prioritization methods. Once the incident is resolved, it will also be recorded to understand how to prevent a recurrence of the incident and how to reduce the time needed to resolve it.

Incidents in the cloud can disrupt operations, cause downtime, and lead to data and productivity losses. By definition, an accident is an event that can disrupt or cause an interruption of operation, service, or functionality. Incident management describes the actions your organization needs to take to analyze, identify, and resolve problems while taking actions that can prevent future incidents.

The major incident management process requires that you follow these steps carefully:

  1. Choosing a SaaS-based Incident Management Tool
  2. Follow major incident management process guidelines
  3. Implement the major incident management lifecycle

1. Define a SaaS-based Incident Management Tool

Select a basic SaaS-based incident management solution based on the following:

  • Ease of use
  • Communications through their incident management service – such as email, text messages and a smartphone app for alerts and monitoring
  • Service provider’s web server quality
  • Remote assistance and advice
  • Cost-free experience
  • Certificates
  • Easy integrity with other tools and the presence of an API
  • Single contact for failure analysis
  • Monitor and alert as much as possible regarding components, processes, communications, workflows, and response time
  • Find escalation path and hunting group
  • Document changes
  • Managing customer asset maps

2. Follow major incident management process guidelines

record everything

Regardless of the severity, urgency or location of the caller, your tool should always log everything in the smallest detail possible so that you can track all incidents to reduce response time and provide a solution.

Please fill in all the details

Please fill in everything carefully to ensure that it is detailed for further investigation, information gathering or generated reports. Keep the label clean. Avoid unnecessary categories and subcategories that can be sorted elsewhere or described in fields and avoid using options like ‘others’ as much as possible.

Keep your team up to date

Standardize the process so that all team members follow the same steps and use the appropriate response for each incident. This ensures consistent and consistent quality.

Register and use the standard solution

If there are effective solutions, use them to move forward and standardize.

Support Team

Adequate and consistent training of employees at all levels, including non-IT and IT personnel, is a great benefit to the organisation. Well-trained teams collaborate more effectively and communicate better.

Set important alerts

Carefully plan how events are classified and what these categories mean so that incidents are not overlooked or response times are too long. A good starting point is to identify the service level indicators used to define the hierarchy of priorities. For example, prioritize root cause analysis over superficial symptoms.

Prepare the team for commitments during the call L1, L2, and L3

Develop a preparatory plan to ensure that first responders with the appropriate expertise are available in the event of an incident, with whom and when to monitor the incident.

Set call instructions

The policy should specify the channels employees use, the content of those channels, and how communication is documented. Well-documented communication helps teams review the communication and refer to them to pass on all necessary details without losing information.

Simplify the change process (consent to escalation)

Determine the level or type of change that the individual can make and needs approval. Ensure that a panel is always available to monitor changes so that the change action can be implemented quickly and effectively.

Improve your system with lessons learned

Accident review and assessment of the cause of the accident. Outline the possible causes and precautions you should take for future incidents with appropriate documents for responsibility, accountability and compliance.

3. Implementation of the major incident management lifecycle

Realize your dream of an incident-free workplace by monitoring and analyzing the incident management lifecycle with a robust enterprise health monitoring solution platform. With the right EHS platform, leaders can track every step of the incident management process, enabling teams and managers to respond quickly to incidents and challenging situations.

New / New / Latest Status

This condition indicates an instance whose incident has been logged but has not yet been set. Just log there is a problem. That’s it. Here, the incident was recorded but not yet investigated.


The incident was shown, but it turned out that there were no replicas, unwanted incidents, or events.

In Progress / In Progress / Processing In Progress

After the incident is assigned to a team or manager for review, it is considered “in progress.” In this step, one begins to investigate the possible consequences of the problem. Incidents have been identified and are under investigation.

Waiting List / Paused / Pending / Waiting

This stage is a bit rare. Select the pause option to display the list of reasons on the screen. Here, the person who initially assigned the task needs additional information about how the problem was dealt with or evidence of how the incident affected the organization in the past. Responsibility for the accident is temporarily transferred to another entity, providing further information, evidence or additional suspension solutions. When the caller updates the incident, the queue reason field is cleared and the incident status changes to In Progress. An email notification is then sent to the user whose name appears in the Assign to field and to the user in the Watchlist.


During this step, the crash will not be completely resolved but it will be mitigated for some time to prevent more accidents due to the same issue as quarantine or working on other browsers. If a similar incident is left unaddressed, it poses an imminent threat to the workspace. A satisfactory repair of the accident is provided to ensure that it does not happen again and the accident can be pushed into suspension or closed.


An incident is considered “closed” when a member of the team working on a particular incident solves the problem, thus preventing further injuries or accidents in the long run.


The case will be in a resolved state for the specified period and will be marked as closed after it is confirmed that the incident has been successfully resolved.


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