This documentation supports the 22.1 version of BMC Helix ITSM: Smart IT. To view an earlier version, select the version from the Product version menu.

The documentation for BMC Helix ITSM 23.3.00 has changed. To understand the changed documentation structure see, Where did the Smart IT documentation go? Open link  

Managing major incidents

For an IT operations team, Major Incident Management is a critical and an urgent process that demands deep analysis and a team of specialists to work on it. Because major incidents cause widespread disruption in a service and potential impact on the business, organizations need to establish a robust major incident management process which is appropriately supported by data.

Watch the following video to get an overview of Major Incident Management concept and the process:

Related topics

Managing and tracking major incidents

Functional roles and extended application access Open link

Configuring settings to launch Microsoft Teams chat from incidents

Scenario for managing major incidents

In ABC Limited, the company website is down. Customers can't browse through the products and offerings. Sales representatives are blocked and can't continue with their planned meetings with potential customers. Service Desk starts receiving a number of incidents on this issue. This issue qualifies as a major incident because it has a widespread impact and affects business. ABC Limited has a team that works on such major incidents. The Major Incident Manager in ABC Limited uses BMC Helix ITSM Major Incident Management to track and manage this major incident.

Workflow for managing major incidents

The following table describes the tasks to be performed when managing major incidents in BMC Helix ITSM and their reference documentation:







Incident Management in BMC Helix ITSM

Service Desk Agent
  • Creates an incident record
  • Marks the incident as a candidate for a major incident
  • Assigns the incident to a Major Incident Manager

Incident Management in BMC Helix ITSM

Major Incident Manager
  • Analyses the impact and accordingly categorizes the incident
  • Forms the Major Incident Management team

Incident Management in BMC Helix ITSM

Communication Coordinator
  • Establishes collaboration rooms
  • Tracks the status of the major incident

Incident Management in BMC Helix ITSM

Major Incident Management team
  • Finds and implements workarounds to fix the major incident
  • Resolves the major incident

Incident Management in BMC Helix ITSM

Major Incident Manager
  • If required, creates emergency change requests
  • Follows up with Problem Management for root cause analysis


The ABC Limited company website is up and running.


By using BMC Helix ITSM Major Incident Management, you realized the following benefits:

  • When major incidents are identified early, it minimizes loss of time, cost, and business value.
  • The same incident management screen is equipped to manage major incidents.
  • You do not need to switch between multiple tools or applications to track the status, form teams, or collaborate while resolving a major incident.
Was this page helpful? Yes No Submitting... Thank you