Overview of the Major Incident Management in the Service Operations Workspace for ITSM. This video provides an in-depth look at the major incident process, including identification, communication, resolution, problem record creation, and post-incident review. Learn how to use the major incident playbook to complement each phase's execution and manage incidents more effectively with the goal of minimizing operational disruptions when a major incident occurs. 00:00 Intro 01:19 Major incident vs incident 02:09 Phase 1: Identification and proposal 02:34 Phase 2: Communication and collaboration 02:52 Phase 3: Resolution 03:13 Phase 4: Problem record creation 03:33 Phase 5: Post-incident review 04:06 Using the major incident playbook #servicenow #servicenowdemo #majorincident Role required: major_incident_manager This video was recorded in the Washington release. For more information on major incident management, see: ServiceNow product documentation: Major Incident Management in Service Operations Workspace: https://www.servicenow.com/docs/bundle/washingtondc-it-service-management/page/product/service-operations-workspace/concept/mim-in-sow.html ServiceNow Training and Certification: http://www.servicenow.com/services/training-and-certification.html ServiceNow Community: https://community.servicenow.com/community ServiceNow TechBytes Podcast: https://www.servicenow.com/community/community-resources/servicenow-techbytes-podcasts/ta-p/2305455 For general information about ServiceNow, visit: http://www.servicenow.com/