Incident Management


Incident Management aims to restore an acceptable level of service to impacted individuals and entities as soon as possible. The process manages the life-cycle of all Incidents, regardless of the tier of technical support required or method of reporting. 

How do I request Incident Management assistance? 

If you think your issue is an incident, submit a Pegasus Ticket.  

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Incident Priority Assessment 

Due to resource limitations, Incidents must be prioritized and addressed based on a relative priority ranking system.  Priority indicates the relative order in which the Incidents should be addressed.  For this process, impact refers to the type or size of the set of users that are affected by the Incident.  Urgency refers to the relative time sensitivity of an Incident based on the classification and type of user population. 

Major Incidents 

A Major Incident is one with the potential of having high impact, or which has high impact to the Medical Center and its vital business functions. Typically, these incidents require inter-departmental coordination, management escalation, the mobilization of additional resources, and increased communication.  A Pegasus ticket is escalated to a Major Incident to provide a single management event, where all communication can be related to one ticket for tracking purposes. 

Guidelines for a Major Incident 

  • Significant impact to vital business functions at VUMC 
  • Excessive number of communications concerning the same or similar issues (calls, emails, Incident records, etc.) 
  • Service outage for one of the key systems reported to VUMC Senior Management  
  • Senior management determines that the Incident has an Urgency or Impact level that requires initiation of the Major Incident activities 

Critical Incidents 

If you have a critical incident that is affecting patient care or major business operations, call the Help Desk directly at 615-343-4357/343-HELP.