Major incident candidates are raised to MIM

MIM evaluates Candidate major incident

Confirmed as a major incident ?

Normal incident handling

Security related incident ?

Check with IT Risk & Security , Operational risk

Trigger and execute communication

Set-up Incident Response team

IRT troubleshoots and implements workaround or solution

Escalation needed ?

Service restored ?

Status updates send to End users and IT

Escalation to Crisis management Risk /business continuity

Incident Resolution communicated to end users and IT

Post Incident Report and Root-cause analysis

Problem management