#1 | MAJOR INCIDENT AND PROCESS | SERVICENOW MAJOR INCIDENT MANAGEMENT | MIM IN SERVICENOW
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- čas přidán 17. 06. 2024
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In this video, you will learn:
- What is Major Incident?
- Who is difference between Incident and Major Incident?
- What is Major Incident Management ?
- Phases of Major Incident Process
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Thank you so much for MIM videos!
HAM SERVICENOW
HI so do you know why you cant get an accurate MIM report that gives the time from when P1 was actually promoted>Resolved v when the actual incident was created as in most cases tickets come in as lower priority and then eventually can go to P1 but the business duration is giving a miscalculated duration time. So say a medium ticket was logged at 09:00 and then later on at 1pm upgraded to P1/promoted, and you resolve at 4pm, the duration shows as 7hrs where in fact it was only 3hrs impact.
sorry i found it was the outage section/report to do this