What is a "Major Incident" in ITIL?

A "Major Incident" in ITIL is defined as an incident that results in significant disruption to the business and requires immediate resolution efforts. This classification is crucial because it guides IT service management teams in prioritizing their responses and resource allocation. When a major incident occurs, it typically affects multiple users, critical services, or causes extensive downtime, thereby necessitating a prompt and coordinated response to mitigate adverse impacts on business operations.

The urgency surrounding a major incident is influenced by its potential to hinder business continuity and productivity, which makes immediate resolution efforts vital. Organizations need to have clear processes in place for managing major incidents to restore services as quickly as possible, hence minimizing downtime and restoring normal operations swiftly.

In contrast, other options describe situations that are either minimal in their impact or do not require urgent attention, which does not align with the definition and criticality of a major incident. Understanding this distinction is essential for effective incident management and service delivery in the IT landscape.