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Major Incidents are those for which the degree of impact on the User community is extreme. Incidents for which the timescale of disruption - to even a relatively small percentage of Users - becomes excessive should also be regarded as major.
The Problem Manager should in these circumstances be notified (if not already aware) and should arrange a formal meeting with interested parties (or regular meetings if necessary). These should be attended by all key in-house support staff, vendor support staff and IT services management, with the purpose of reviewing review progress and determining the best course of action. The Service Desk representative should attend these meetings and ensure a record of actions/decisions is maintained, ideally as part of the overall Incident record.
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