Objective 
The objective goal is to enable service to be restored minimize the negative impact of incidents by restoring normal service operation as quickly as possible, while minimizing the impact on business and users, and meeting agreed service commitments
The scope is from the detection to the resolution validation of an incident
Main Activities
- Detect, record and classify incident: The impact and urgency assessment enables to determine its priority. The creation of a Major Incident Unit can be necessary
- Investigate and diagnose incident: This phase enables the analysis of the incident to diagnose its origin.
- Resolve incident: Check that the incident is
- Communicate to end-user
Main actors
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Scope 
It covers the entire incident lifecycle—from detection to resolution validation—engaging all relevant stakeholders, including users, suppliers, IT, and GBS.
Main activities 
Special attention must be given in the case of a major incident, as it requires the launch of a dedicated war room and mandatory communication to end-users
Main Actors 
Useful contacts 
Excellence Lead: Matthias Sielaff - matthias.sielaff@syensqo.com
Incident process Leader : To be completed by the new team
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