Architecture & delivery
What is Major incident management?
Also known as: Major incident, P1 incident, ITSM
Major incident management is the ITSM process for the highest-impact incidents: a dedicated manager and team, fast communication to stakeholders, child incidents linked to one major incident, and a review afterwards.
Under NIS2 and DORA, significant or major incidents also have external reporting deadlines, so the process must classify incidents quickly and keep a timeline.
How Clateway helps
- IT incident management and service desk – Incident management and service requests with priority matrix, SLAs on business hours, major incidents, a self-service portal and two-way ServiceNow sync.
- NIS2 compliance and readiness – Get NIS2 compliant: readiness assessment, AI-generated NIS2 policies, risk register, supplier security, incident management and board reporting in one platform.