What is a critical incident?

A critical incident is defined as an event that has significant repercussions for business operations, often causing interruptions or major disruptions. Such incidents can lead to considerable financial losses, reputational damage, or safety hazards. In the context of business operations and help desk management, recognizing and effectively addressing critical incidents is vital to maintain service continuity and mitigate risks.

In contrast to routine incidents, which may be managed through regular procedures or minor adjustments, critical incidents necessitate immediate attention and strategic response to minimize their impact on the organization.