Trained 50k+ People
Over 100+ Countries
By Specialist Trainers
With Over 20 Years' Experience
Candidates should be able to demonstrate knowledge of the fundamental concepts of Major Incident Management and an understanding of bringing together multiple service providers (both internal and external) to strive for a common goal, in order to support the client organisations’ agreed objectives for service support and delivery.
Specific Learning Objectives of the Major Incident Management Workshop:
Our Major Incident Management Workshop will cover the following topics:
1. Introduction to Major Incident Management
1.1. The Service Lifecycle
1.2. Business value
1.3. The Incident Management process
1.4. What is a Major Incident
1.5. The Major Incident Policy
1.6. The Major Incident Management sub-process/procedure
1.6.1. Categorisation
1.6.2. Prioritisation
1.6.2.1. Impact
1.6.2.2. Urgency
1.6.2.3. Severity
2. Major Incident Management justification and implementation roadmap
2.1. Benefit Analysis
2.2. Planning to implement
2.3. Continual Improvement
3. Major Incident Management and its relation to other management practices, processes and procedures
3.1. Service Desk
3.2. Service Catalogue Management
3.3. Business relationship Management
3.4. Problem Management
3.5. IT Service Continuity Management
3.6. Service Level Management
4. Major Incident Management roles and responsibilities
4.1. Key roles
4.1.1. The Major Incident Manager
4.1.1.1. Attributes and skills
4.1.1.2. Ownership
4.1.1.3. Attitude
4.1.1.4. Behaviour
4.1.1.5. Culture
4.1.2. The Major Incident Management Team
4.1.2.1. Constitution
4.1.2.2. Purpose
4.2. Key responsibilities
5. Major Incident Management practices
5.1. Invocation through to Closure
5.1.1. Identifying the major incident
5.1.2. Communicating to the impacted stakeholders
5.1.3. Assigning the right people
5.1.4. Tracking the major incident throughout its lifecycle
5.1.4.1. Activity logging
5.1.5. Escalation upon breach of SLAs
5.1.6. Resolution
5.1.7. Review
5.1.8. Closure
5.2. Managing an Incident
5.2.1. Reactive Management
5.2.2. Proactive Management
5.3. Communication
5.3.1. Purpose
5.3.2. Frequency
5.3.3. Audience
5.3.4. Content
5.3.5. Context/Sources
5.4. Crisis Management
5.5. Managing expectations
5.6. Reporting
6. Activities and techniques that support Major Incident Management
6.1. Incident matching techniques
6.2. Situational awareness
6.3. Analysis techniques
6.4. Facilitation techniques
6.5. Resource management
6.6. Escalation procedures
6.6.1. Functional escalation
6.6.2. Hierarchic escalation
6.7. Communications planning
7. Major Incident Management challenges and risks
7.1. Challenging scenarios
7.1.1. Small organisations
7.1.2. Global and distributed organisations
7.1.3. Outsourced environments
7.1.4. Organisations with limited resources
7.1.5. Situations of conflict of interest
7.1.6. Lack of management commitment
7.2. Risks
7.3. Further activities
7.4. Follow-on actions
7.5. Wrap-up
Our Major Incident Management Workshop will be most applicable to those working in Incident and Problem Management. Job titles include:
Our Major Incident Management Workshop includes the following:
There are no entry-level requirements for our Major Incident Management Workshop.
There is no recommended reading associated with our Major Incident Management Workshop.
There is no examination or certification associated with our Major Incident Management Workshop.
After our Major Incident Management Workshop, you should consider taking one of our ITIL® 4 certification training courses, the ITIL 4 certification path starts with the ITIL Foundation course. You might also find out Problem Management and Root Cause Analysis Techniques Workshop helpful too.
Major Incident Management is a sub-process/procedure which forms part of the Incident Management process and is used in the vast majority of larger service providers to manage both major and critical incidents and recover IT services within the agreed business timescales.
Major Incident Management is just one aspect of managing and supporting IT Services and does not sit in isolation, its interfaces both on a process, people and supplier level is also explored within the scope of the workshop.
All of our trainers have achieved exceptionally high delegate pass rates for accredited examinations for all our courses. We also offer complimentary pre and post-course support for any questions you may have.
We try and be as flexible as we can and accommodate your needs. We can swap delegates at any time with no charge. We can also create bespoke content should this be required.
We specialise in IT Service and Project Management. All of our Trainers and Consultants have considerable years of hands-on experience in IT Service / Project Management, working across a wide number of industry sectors.
Our training, sales and admin staff are all professional, helpful, friendly and approachable. We believe in providing excellent customer service. You will always have a dedicated friendly Account Manager
INFORMATION
There are currently no course dates that match your selected filter options. Please try another filter or contact one of our dedicated account managers on +44(0)1539 736 828 to discuss your requirements. Thanks.
Joining Instructions for Purple Griffon training courses are sent the week before the course start date. First, your Account Manager will email to confirm your booking with you. Both, the materials and exam voucher will be emailed to you the week before the training course. Finally, the tutor will send the invitation to you directly and this will be via the MS Teams or Zoom platform.
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