Major Security Incident Management

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Major Security Incident Management

    Major Security Incident Management (MSIM) enables incident managers to efficiently track and resolve major security incidents through an intuitive workspace. This functionality integrates with existing security incident response capabilities, allowing security analysts to escalate standard incidents to major incidents, thereby unlocking additional resources for resolution.

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    Key Features

    • Dedicated Workspace: A specialized interface for major security incident managers to oversee incidents.
    • Child Incident Organization: Ability to manage tasks linked to multiple related security incidents.
    • Automation: Automatic creation of collaboration folders and chat channels post-incident, along with archival upon closure.
    • File Explorer: Integration with Microsoft SharePoint for organizing and tracking incident-related artifacts.
    • Communications Management: Tools for managing interactions across various teams via Microsoft Teams integration.

    Supported Versions

    MSIM requires the ServiceNow AI Platform® Rome version or later. It supports Microsoft Teams as part of the Office 365 suite, enhancing collaboration capabilities. For effective use, ensure the following applications are installed: Security Incident Response, Security Integration Framework, and Common Security Support.

    Next Steps

    To get started with MSIM, follow the provided checklist for setup and ensure the required plugins are activated in the correct order to facilitate smooth installation and operation.

    Track and manage various activities that are typically part of resolving a major security incident through Major Security Incident Management. Through an intuitive workspace, incident managers and those working on an incident can propose and promote incidents to major incidents, track major security incident activities, and easily collaborate with colleagues.

    Major Security Incident Management Overview

    The major security incident management capabilities work in conjunction with the existing security incident response product capabilities. This includes an ability for a security analyst to escalate a standard security incident to a major security incident, so that the new product capabilities are available to support the remediation process.

    After you install on your ServiceNow instance, a security incident analyst can:

    • Propose a security incident to major security incident candidate to initiate a review process on the need to create a major security incident.
    • Directly promote a security incident to a major security incident without the need for an additional review process.
    • Reject a security incident that is proposed as a major security incident (MSI).
    • Link a security incident as a child incident to the major security incident (MSI) so that all security incidents can be worked.

    Key features

    Major Security Incident Management (MSIM) improves the major security incident remediation process with the following features:

    • Dedicated workspace for managing major security incidents designed for the major security incident manager user role.
    • Organize response tasks across multiple 'child' security incidents.
    • Automate creation of collaboration folders and chat communication channels after a major security incident is created, as well as archival as part of incident closure.
    • File explorer component to organize and track the collection of artifacts (files) related to the major security incident via a Microsoft SharePoint integration.
    • Chat channel manager and activity stream components to manage communications across multiple security, IT, and functional groups via a Microsoft Teams integration.

    Workspace Components

    The Major Security Incident Management product contains several new workspace components and user interface pages that deliver the key features functionality:

    • Dedicated workspace for managing major security incidents specifically designed for the major Security Incident Manager user role.
    • Organize response tasks across multiple child security incidents.
    • Automate creation of collaboration folders and chat communication channels after a major security incident is created, as well as archival as part of incident closure.
    • File explorer component to organize and track the collection of artifacts (files) related to the major security incident via a Microsoft SharePoint integration.
    • Chat channel manager and activity stream components to manage communications across multiple security, IT, and functional groups via a Microsoft Teams integration.

    Supported Major Security Incident Management versions

    Major Security Incident Management (MSIM) requires ServiceNow AI Platform® Rome version.

    This feature supports Microsoft Teams, which is a chat-centered workspace in the Microsoft Office 365 suite. Earlier Microsoft Teams was a separate installation from Microsoft Office 365 applications.

    Supported ServiceNow AI Platform versions

    This feature is supported on Rome and later releases.

    The following Security Operations applications are the standard Security Incident Response plugins that will likely be installed for most of the users if they’re using already Security Incident Response (SIR). If not installed, you must install and activate from ServiceNow Store. Install and then activate one application at a time in the order mentioned to ensure a smooth installation:
    1. Security Incident Response: com.snc.si_dep is the dependent plugin. Installing this plugin activates the other Security Operations applications.
    2. Security Integration Framework
    3. Security Support Common
    4. Security Support Common Orchestration