Major Incident Management

ITIL defines them as incidents with a significant business impact, requiring an immediate coordinated resolution. As such they demand our urgent and focused attention not only when they occur but in planning activities well ahead of time. This interactive workshop will help you to determine how to...  READ MORE

Price: £249 *

  • Course:WS-MI ( £249 )

(Prices exclude VAT which will be added at the prevailing rate.)

Major Incident Management

Overview

ITIL defines them as incidents with a significant business impact, requiring an immediate coordinated resolution. As such they demand our urgent and focused attention not only when they occur but in planning activities well ahead of time.

This 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.

The content has been updated to include alignment to an ITIL4 approach.

This workshop is a must for:

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

 

 

Objectives

  • To reflect on current approaches to Major Incident Management (MIM).
  • Understand the key ITIL disciplines and key roles that underpin the Major Incident Management process
  • To walk thru and discuss a ‘best practice’ based approach to Major Incident Management
  • To recognise the importance of post Major Incident Reporting and some useful techniques to ensure the key issues are captured for investigation
  • To compare existing vs Best Practice approaches and identify areas for improvement.
     

 

Topics & Content

  • Baselining Major Incident Management
  • Major Incident Management considerations
    • Introduction to the Incident Management practice
    • The interface between Incident Management and Problem Management
    • Major Incident Management and the 4 Dimensions
      • The Incident Management process
      • Key roles of Major Incident Management
      • Involving 3rd party organizations
      • The use of Information & Technology
  • Major Incident Management initial requirements
    • Major Incident Manager role
    • Major Incident Manger options
    • Major Incident Management facilities
  • MIM Process ‘Step by Step’ / Considerations
    • Major Incident Definition
    • Mobilise
    • Initiate MI process & procedures
    • Escalation
    • Resolution
    • Major Incident Review
  • Practical application of Best Practice
    • Observed differences & gaps
    • What can be adopted quickly?
  • MIM and the Guiding Principles
  • Summary and close

Dates For Major Incident Management

VIRTUAL training

  • 12 November 2021
  • To book any of these dates, please see below.

Availability and pricing for Major Incident Management:

12 November 2021 - VIRTUAL training

£249