IT Incident Management

IT Incident Management is the process of identifying, analyzing, and resolving disruptions or potential disruptions to IT services to restore normal operations as quickly as possible. We aim to minimize the impact on business operations and ensure service continuity through structured workflows and communication.

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IT Major Incident Management

The Major Incident Management (MIM) process focuses on significantly impacting (or potentially impacting) incidents that require a separate set of processes and collaboration to resolve efficiently. The primary goal of MIM is to mitigate impact via workaround or solution. Additional research and root cause analysis is handled by the IT Problem Management process (as of 11/17/25, this process has not yet been implemented).
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