{"id":57762,"date":"2012-07-26T14:15:50","date_gmt":"2012-07-26T18:15:50","guid":{"rendered":"http:\/\/www.bu.edu\/tech\/?page_id=57762"},"modified":"2025-09-18T12:51:00","modified_gmt":"2025-09-18T16:51:00","slug":"major-incident-process","status":"publish","type":"page","link":"https:\/\/www.bu.edu\/tech\/about\/service\/incident-management\/major-incident-process\/","title":{"rendered":"Major Incident Policy and Process Flow"},"content":{"rendered":"

Major Incident Policy<\/h3>\n

A Major Incident is an incident that impacts more than one client group such that service is interrupted or there is imminent threat of interruption.\u00a0 <\/strong>Major Incidents are worked continuously until resolution.\u00a0 An\u00a0Incident Coordinator will run a conference bridge in which engaged resolvers are required to participate.<\/p>\n

When a Major Incident is identified, immediately call the IT Help Center (617-353-4357) and ask to speak with an Incident Coordinator to begin the Major Incident process.\u00a0<\/strong>If it is after hours, leave an emergency message by choosing option 4 to have an on-call Incident Coordinator paged.<\/p>\n

Important:<\/strong> If there is an existing INC record for the incident the caller is reporting, please do not<\/strong> modify the Impact or Urgency of the INC record without first speaking with an Incident Coordinator. <\/p>\n

You can sign up for our techstatus email list<\/a> to be informed of Major Incidents when they’re reported.<\/p>\n

Incident Coordinator responsibilities:<\/h3>\n

\u2022 Running the conference bridge
\n\u2022 Keeping the incident record up to date
\n\u2022 Communicating with the impacted user communities
\n\u2022 Communicating with management
\n\u2022 Engaging internal and external escalation points as needed<\/p>\n

Resolvers and Participants on the call are required to:<\/h3>\n

\u2022 Be on the bridge to work within 15 minutes of being alerted
\n\u2022 Keep the participants updated on the work you are doing
\n\u2022 Stay on the bridge while working
\n\u2022 Remember that the only goal is to restore service – do not collect diagnostic information if it will interfere with resolution time. Root Cause analysis can take place after Major Incident resolution through an After Action Review (AAR).
\n\u2022 Do not make any changes or reboot a server without informing the Incident Coordinator
\n\u2022 Update the ticket with as much information as possible while you are working<\/p>\n

P1 vs P2 Major Incidents:<\/h3>\n

Depending on the impact and urgency, a Major Incident will be categorized as a P1 or P2. Incident Coordinators utilize a priority matrix<\/a> to determine the appropriate impact and urgency.<\/p>\n

All P1 tickets are considered Major Incidents.\u00a0 P2 tickets are considered major if the impact is “multiple groups” or “campus.”<\/p>\n

P1 Major Incidents are worked 24\/7.\u00a0 P2 Major Incidents are worked until completed, including after hours, but if a P2 is discovered after hours the conference call will not be started until the next business day.<\/p>\n

Major Incident Process Flow Chart:<\/h3>\n

(Click on the chart to zoom in on it.)<\/p>\n

\"Major<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

A major incident (formerly known as a P1) is an incident that impacts more than one client group such that service is interrupted or there is imminent threat of interruption.\u00a0 Major incidents are worked continuously until resolution.\u00a0 An\u00a0Incident Coordinator will run a conference call in which engaged resolvers are required to participate. When a major incident is identified, immediately call the IT Help Center (617-353-4357) and ask to speak with an Incident Coordinator to begin the Major Incident process….<\/p>\n","protected":false},"author":1348,"featured_media":0,"parent":44991,"menu_order":3,"comment_status":"closed","ping_status":"closed","template":"","meta":[],"_links":{"self":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/57762"}],"collection":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/users\/1348"}],"replies":[{"embeddable":true,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/comments?post=57762"}],"version-history":[{"count":31,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/57762\/revisions"}],"predecessor-version":[{"id":159702,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/57762\/revisions\/159702"}],"up":[{"embeddable":true,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/44991"}],"wp:attachment":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/media?parent=57762"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}