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Estimated Duration

This simulation should take approximately 7 minutes.

Overview

This simulation is designed to give you the opportunity to practise the steps required to:

• Check the Group To Do list
• Identify a possible Major Incident
• Turn an Incident into a Major Incident and make it visible to the relevant teams to resolve

These are important features of Service Manager as they will allow more efficient escalation and resolution of incidents.

Note: this scenario is designed to show that Major Incidents are handled through the Incident Management module, rather than Problem Management.

Working with Major Incidents

Working with Major Incidents

You have now updated the incident and turned it into a Major Incident. All first line support analysts will receive a System Bulletin advising them of this.

For the remainder of this simulation you will be logged in as a first line support anallyst viewing the System Bulletin.

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Summary

You have now had the opportunity to practice the steps required to:

• Check the Group To Do list
• Identify a possible Major Incident

• Turn an Incident into a Major Incident and make it visible to the relevant teams to resolve

Related lessons:

Associate an Interaction with an Existing Incident

Working with Major Incidents

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