first build nexus

Archived/Work/2025 ITOM Cloud Knowledge Transfer/ITOM Cloud Major Incident Management Process.md

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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
+---Break---
+	- Oncall/Response
+	- Post Incident Review
+	- Continuous Improvement  (CAPA)
+		- Monitoring & Alerting Enhancements
+		- Documentation & Knowledge base: 
+