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Major Incident Management Best Practice (ITIL® Based)

Overview

ITIL defines major incidents as incidents of highest impact, resulting in significant disruption to the business.

This can mean different things to different organizations, but ultimately it depends on business goals and objectives and is defined by each organization individually.

They demand our urgent and focused attention not only when they occur but in planning activities well ahead of time.

This HDAA training day will help you to determine how to define and detect a major incident, look at the process flow of a major incident, explore ways of taking ownership, and the importance of communication while always working towards a speedy resolution.

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Outline  

This course covers the following topics

  • Defining what is and what isn't a major incident.
  • Major Incident’s purpose, scope
  • Prioritising Incidents 
  • Business Impact Analysis
  • Major Incident Management triggers, inputs, outputs 
  • What does ITIL say about Major incidents?
  • What does the Major Incident Response Team look like?
  • Major Incident Management Procedure – Examples
  • Invoking IT Service Continuity Management
  • Major roles and involvement of other IT Service Management Processes (RACI)
  • Process interfaces
  • Communications during emergencies
  • Metrics and Measurements
  • What happens after the Incident.

 

Who Should Attend

  • IT Managers and Exec
  • Service Delivery Managers
  • Service Level Managers
  • Service Desk Managers
  • Incident Managers
  • IT Service Continuity Managers
  • Team Leaders and Analysts

Course Duration

This course has been developed to run over 1 full day.

 

 

 

Contact Us

For further details please contact us via EMAIL or Phone 1300 130 447


 

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