Setting up Major Incident Management in Service Operations Workspace

concept brazil Updated Sep 10, 2026 1 min read setup-mim-sow.md

Set up Major Incident Management (MIM) to manage major incidents from the incident record page in Service Operations Workspace. A major incident (MI) is an incident that results in significant disruption to the business and has a high business impact.

A major incident demands a response beyond the routine incident management process. Major incidents have a separate procedure with shorter timescales and higher priority so there’s a faster resolution process for incidents with high business impact.

Configuration overview

Setting up Major Incident Management in Service Operations Workspace involves installing Major Incident Management using Admin Center in Service Operations Workspace.

Admin Center in Service Operations Workspace gives administrators centralized control of the instance. It provides quick access to manage all customizations in Service Operations Workspace for IT Service Management (ITSM) and additional plugins that extend the Service Operations Workspace for ITSM capabilities. For more information on Admin Center, see Admin Center in Service Operations Workspace for ITSM.

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---
title: Setting up Major Incident Management in Service Operations Workspace
description: Set up Major Incident Management \(MIM\) to manage major incidents from the incident record page in Service Operations Workspace. A major incident \(MI\) is an incident that results in significant disruption to the business and has a high business impact.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/it-service-management/service-operations-workspace/setup-mim-sow.html
release: brazil
product: Service Operations Workspace
classification: service-operations-workspace
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Getting started with Service Operations Workspace for ITSM, Configuring Service Operations Workspace for ITSM, Service Operations Workspace for ITSM, IT Service Management]
---

# Setting up Major Incident Management in Service Operations Workspace

Set up Major Incident Management \(MIM\) to manage major incidents from the incident record page in Service Operations Workspace. A major incident \(MI\) is an incident that results in significant disruption to the business and has a high business impact.

A major incident demands a response beyond the routine incident management process. Major incidents have a separate procedure with shorter timescales and higher priority so there’s a faster resolution process for incidents with high business impact.

## Configuration overview

Setting up Major Incident Management in Service Operations Workspace involves installing Major Incident Management using Admin Center in Service Operations Workspace.

Admin Center in Service Operations Workspace gives administrators centralized control of the instance. It provides quick access to manage all customizations in Service Operations Workspace for IT Service Management \(ITSM\) and additional plugins that extend the Service Operations Workspace for ITSM capabilities. For more information on Admin Center, see [Admin Center in Service Operations Workspace for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/service-operations-workspace/admin-center-sow.md).