Metrics & KPIsMajor Event Incident - Mean Time to Restore Service
Definition
Major Incident is the highest category of impact for an Incident in the ITIL framework. A Major Incident results in significant disruption to the Business. A Major Event generally enlists multiple support resources and is responded to in a rapid and coordinated fashion. Return to Service is a major factor for success in a Major Event Incident.
Tags
major, incident, time, service, restoration