ServiceNow provides robust capabilities for Major Incident Management, which is a critical part of IT Service Management (ITSM). Major Incident Management focuses on efficiently and effectively resolving significant incidents that can have a major impact on business operations. Here are the key steps and features involved in Major Incident Management in ServiceNow:

1. Incident Identification: Major incidents are typically identified through various channels, such as monitoring systems, user reports, or automated alerts. ServiceNow can integrate with monitoring tools to automatically detect and create incidents.

2. Incident Logging: When a major incident is identified, it needs to be logged in ServiceNow. Users can create incidents manually or, as mentioned earlier, through automated processes.

3. Categorization and Prioritization: ServiceNow allows for categorizing incidents based on their type and impact. Major incidents are given the highest priority. The platform can also calculate the priority based on predefined rules and criteria.

4. Incident Assignment: The incident is assigned to a specialized Major Incident Management team or a designated group of experts responsible for handling major incidents. ServiceNow supports role-based assignments and escalations.

5. Communication: Effective communication is crucial during major incidents. ServiceNow provides communication tools to notify relevant stakeholders, including IT teams, management, and affected end-users. This can include automated notifications and status updates.

6. Incident Investigation: The Major Incident Management team investigates the incident’s root cause and impact. ServiceNow helps in documenting findings and actions taken during the investigation.

7. Incident Resolution: Once the root cause is identified, the team works on resolving the incident as quickly as possible. ServiceNow facilitates collaboration among team members and tracks the progress of resolution efforts.

8. Change Management: In some cases, resolving a major incident may require changes to the IT environment. ServiceNow integrates with Change Management processes to ensure that any necessary changes are properly planned, approved, and implemented.

9. Documentation and Post-Incident Review: Detailed records of the incident and the actions taken are maintained within ServiceNow. After the incident is resolved, a post-incident review is often conducted to identify opportunities for improvement.

10. Closure and Reporting: Once the major incident is completely resolved, it is closed in ServiceNow. The platform also provides reporting and analytics features to analyze major incident trends, response times, and resolutions.

11. Continuous Improvement: Major Incident Management in ServiceNow supports a culture of continuous improvement. Lessons learned from major incidents can be used to update processes, documentation, and procedures to prevent similar incidents in the future.