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: £195.00  *

  • 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

 

 

Topics & Content

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
Content
  • Definitions & Theory
  • Case Study Workshop 1 – Handle the crisis
  • Case Study Workshop 2 – Critique of Major Incident Report
  • Major Incident Experiences
  • Development of Major Incident Procedures:

1. Introduction

1.1. Scope
1.2. Purpose
1.3. Definitions

2. Major Incident Initiation Procedure

2.1. Definition
2.2. Detection / Logging
2.3. Initial Communication

3. Major Incidents

3.1. Detection / Logging of New Impact 1’s
3.2. Notification and Escalation
3.3. Handover of In-Progress Major Incidents

4. Major Incident Investigation

4.1. Ownership
4.2. Co-ordinating Support Team Effort
4.3. Co-ordinating 3rd-party Support Effort
4.3.1. Service Desk Direct to 3rd Parties
4.3.2. Escalation via Support Teams
4.4. Customer Updates
4.5. Escalation Criteria

5. Resolution and Closure

5.1. The Incident Record
5.2. The Problem Record
5.3. Major Incident Review Report

6. Review

7. Major Incident Roles and Responsibilities

7.1. Service Desk Staff
7.2. Service Desk Team Leader
7.3. Service Manager
7.4. Problem Manager / Problem Management Team
7.5. Support Team Managers / Teams

 

Dates For Major Incident Management

Dates for this course are available on request. Please Contact us for details.

Availability and pricing for Major Incident Management:

Dates for this course are available on request. Please Contact us for details.