Incident Model Many incidents are not new – they involve dealing with something that has happened before and may well happen again. For this reason, many organizations will find it helpful to pre-define ‘standard’ Incident Models – and apply them to appropriate incidents when
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Incident Timescales Timescales must be agreed for all incident-handling stages (these will differ depending upon the priority level of the incident) ? based upon the overall incident response and resolution targets within SLAs ? and captured as targets within OLAs and Underpinning Contracts (UCs).
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Major Incident The highest Category of Impact for an Incident. A Major Incident results in significant disruption to the Business.
A separate procedure, with shorter timescales and greater urgency, must be used for ‘major’ incidents. A definition of what constitutes a major incident must be
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Incident an unplanned interruption to an IT Service or reduction in the Quality of an IT Service; Failure of a Configuration Item that has not yet affected Service is also an Incident. | 
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