IT Service Management Foundation Practice Test

Answer: C - A Major Incident is an incident that results in a major disruption of service.

Key Takeaway: In order to accommodate the importance for quick action, a major incident should have a separate set of procedures, with abbreviated timelines and a higher urgency. It’s important for an organization to have a clear, agreed to set of criteria as to what comprises a major incident. Ideally, this process feeds into Problem Management so root cause analysis can lead to preventing the incident in the future.