Major Incident Management

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

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