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of organisations
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Source - HDI Report

About the Knowledge Base

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Testimonial: I have found that the new HDAA Knowledge Base reduces the time it takes me to research industry stats & reliable information for the ITSM sector. It’s easy to use search functionality encompassing KCS principles, helps to filter & tailor my searches more accurately & there are numerous new services now available through the website. Every time I return to the site there is new information published. Very impressive.
Chris Powderly, Support & Services Manager, Allens

Major Incident Management Best Practice (ITIL® Based)


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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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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