Major Incident Management

ITIL defines them as incidents of highest impact, resulting in a significant disruption to the business. As such they demand our urgent and focused attention not only when they occur but in planning activities well ahead of time. This highly interactive workshop will help you to determine how to...  READ MORE

Price: £250.00  *

  • Ref:WS-MI

* Price excludes VAT which will be added at the prevailing rate.

Major Incident Management

Overview

ITIL defines them as incidents of highest impact, resulting in a significant disruption to the business. As such they demand our urgent and focused attention not only when they occur but in planning activities well ahead of time.

This highly interactive workshop will help you to determine how to define and detect a major incident and will explore the ways of taking ownership and working towards a speedy resolution.

This workshop is a must for:

  • IT Managers
  • Service Level Managers
  • Service Desk Managers
  • Incident Managers
  • IT Service Continuity Managers

 

 

Objectives

  • Understand the concepts of Incident, Major Incident and Incident Management
  • Understand the role of Problem Management
  • Define a Major Incident process
  • Gain an appreciation of the Roles and Responsibilities associated with the Major Incident process
     

Topics & Content

  • Review of Objectives
  • Exploring the difference between Incident & Major Incident Management.
  • A review of the Incident Management process.
  • Prioritisation – what triggers a major incident?
  • The definition of a Major Incident.
  • Case Study 1:
    • How to handle a Major Incident.
    • Who should be involved and to what extent.
  • Case Study 2:
    • Critique Major Incident report
    • Critique how the situation was handled
    • Identify recommendations to improve Major Incident Management for the future.
  • Major Incidents in the real world
    • Review of well known Major Incidents
    • Discussion around delegate experiences – good and bad.
  • Major Incident Management procedure.

 

Dates For Major Incident Management

Heywood (Manchester)

  • 19 October 2017
  • To book any of these dates, please see below.

Availability and pricing for Major Incident Management:

19 October 2017 - Heywood (Manchester)

£250.00