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TEMPLATE : Major Incident Notification / Announcement

A major part of the incident apart from diagnosing and resolving incident revolves around the communication activities between various parties. For starters, when an incident is notified, the service desk needs to notify the support teams. If the organization has scope for an incident manager to play a part, then

Incident Priority in ITIL Explained with Examples

Tagging incidents with the right priority has been a questionable topic across organizations that are practicing ITIL. No matter what the basic principles are in terms of mapping priority to incidents, there are always lingering questions whether the chosen priority is indeed the right one. In this piece, I will provide