Enhancing your organizations Major Incident Management capability

Every major incident presents the IT organisation with a ‘moment of truth’. When the customer perceives that a major incident has been handled well, this can positively impact customer satisfaction but conversely, when customers perceive it was handled poorly this can have a...  READ MORE

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  • Course:WS-MI ( £350 )

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Enhancing your organizations Major Incident Management capability

Overview

Every major incident presents the IT organisation with a ‘moment of truth’. When the customer perceives that a major incident has been handled well, this can positively impact customer satisfaction but conversely, when customers perceive it was handled poorly this can have a significant negative impact on how the customer views the IT organization.

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

For organizations looking to establish or enhance their Major Incident capability, this workshop will provide detailed guidance not covered explicitly in current ITIL 4 guidance. This highly interactive workshop will help you to determine how to define, detect, mobilise and manage major incidents with a strong emphasis on the importance of timely, accurate and reliable communications.

This workshop is a must for:

  • IT Managers
  • Service Desk Managers
  • Incident Managers
  • Service Management practitioners
  • IT Service Continuity Managers

 

 

Objectives

  • To understand why Major Incident Management (MIM) should be considered strategically a key organisational capability
  • To gain an overview of where and how MIM fits within the ITIL 4 framework
  • To understand the 7 key MIM building blocks essential in developing this key organisational capability
  • To understand and ‘walk thru’ the key steps and activities for a MIM process
  • To recognise the importance of structured problem-solving techniques for complex incidents
  • How to ensure Post Incident reviews capture the key issues for input to Problem Management.
  • Consider approaches to measure and continually improve your MIM capability

Content

  • The range of customer impacts arising from a Major Incident and how perceptions of the IT organisation are +/- influenced (Moment of Truth)
  • An ITIL 4 perspective of Incident and Major Incident Management
  • The 7 building blocks for effective Major Incident:
    • A clear criterion to distinguish major incidents from disasters and other incidents
    • A special accountable coordinator, sometimes referred to as the major incident manager (MIM)
    • A dedicated temporary team created to investigate and resolve a major incident
    • Tools and Facilities that support collaboration across all involved teams (internal & external)
    • An agreed model of communications with users, customers, regulators, media, and other stakeholders
    • Special methods of investigation for complex issues
  • A ‘step by step’ walkthrough of a Major Incident process and the key activities
  • Problem Solving considerations and techniques for complex incidents
  • Use of the ITIL expanded incident management lifecycle as a structured approach to post Incident reviews
  • How to measure and identify continual improvement opportunities for major incidents

Dates For Enhancing your organizations Major Incident Management capability

VIRTUAL training

  • 23 January 2025

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

Availability and pricing for Enhancing your organizations Major Incident Management capability:

23 January 2025 - VIRTUAL training

£350