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author: shenwei
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- Major Incident Definition: https://confluence.opentext.com/display/ICSD/Major+Incident+Definition
- Major Incident Management & Best Practice:
	- Identification and Detection
	- Initial Assessment
	- Incident Logging
		- Incident in OT SM9
		- Internal Practice: Create incident in PCS
	- Communication
		- Identify Incident Manager
		- Create team chat group and involve all stakeholders 
		- Keeping update status
	- Resolution
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	- Oncall/Response
	- Post Incident Review
	- Continuous Improvement  (CAPA)
		- Monitoring & Alerting Enhancements
		- Documentation & Knowledge base: 
	