What is Major Incident Management?! ITIL + ITSM + ServiceNow

Incident management is a comprehensive approach to identifying, managing, and resolving incidents within an organization’s IT infrastructure or business operations. It encompasses a set of processes and procedures designed to minimize disruption to services and ensure rapid restoration of normal operations following an incident. Incident management involves the detection, analysis, and categorization of incidents, followed by appropriate response actions to mitigate their impact. It aims to restore services to their normal state as quickly as possible while minimizing any adverse effects on business operations.

In contrast, incident response focuses specifically on the immediate actions taken to address and contain security incidents, particularly those related to cybersecurity threats. It involves the timely detection, investigation, and containment of security breaches or incidents to prevent further damage and limit their impact on the organization. Incident response teams often follow predefined procedures and protocols to identify the source of the incident, assess its severity, and implement measures to mitigate risks and restore security.

Major incident management refers to the specialized processes and procedures used to handle significant incidents that have a substantial impact on an organization’s operations, services, or reputation. These incidents typically require urgent attention and coordinated efforts from various stakeholders to resolve effectively. Major incident management aims to minimize the duration and severity of disruptions, prioritize response efforts, and ensure clear communication and collaboration among involved parties.

ITIL, or Information Technology Infrastructure Library, is a widely adopted framework for IT service management (ITSM) that provides best practices and guidelines for managing IT services and operations. It includes processes and concepts related to incident management, such as incident identification, logging, categorization, prioritization, and resolution. ITIL incident management practices help organizations streamline their response to incidents, improve service quality, and enhance customer satisfaction.

Cybersecurity incident response is a specialized subset of incident management focused on addressing security-related incidents, such as data breaches, malware infections, or unauthorized access attempts. It involves the deployment of security measures and response protocols to detect, contain, eradicate, and recover from cyber threats effectively. Cybersecurity incident response teams play a critical role in safeguarding organizational assets, protecting sensitive data, and mitigating the impact of security breaches.

ServiceNow is a leading IT service management (ITSM) platform that offers a suite of tools and solutions for managing incidents, service requests, and IT operations. It provides organizations with centralized incident management capabilities, including incident tracking, prioritization, assignment, and resolution. ServiceNow enables automation, integration, and collaboration across IT teams, helping streamline incident response processes and improve overall service delivery.

ISO 27035 is an international standard that provides guidelines and best practices for cybersecurity incident management. It outlines principles and procedures for establishing, implementing, maintaining, and continually improving an organization’s cybersecurity incident management capabilities. ISO 27035 covers various aspects of incident management, including preparation, detection, analysis, response, and recovery, to help organizations effectively manage and mitigate cybersecurity risks.

Incident management, incident response, major incident management, ITIL, cybersecurity incident response, ServiceNow, ISO 27035, and ITSM are all interconnected concepts and practices aimed at effectively identifying, managing, and resolving incidents and security breaches within organizations, ultimately ensuring the continuity of business operations and the protection of assets and resources.