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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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Outline  (the below training outline is based on a full day format)

The Basics

  • What is an incident, problem and a change?
  • What’s the difference between incident management and problem management?
  • The importance of keeping problem and incident separate

The Major Incident

  • When is an incident a major incident?
  • Important things to consider in a major incident?
  • How can you prepare for a major incident?
    • Who and what will help?
  • Do roles change in a major incident scenario?
  • Who should be involved and how?

Major Incident Process Flow

  • Inputs
  • Activities
  • People
    • Roles
    • Description of each role
    • Main activities of each role


  • Who to communicate to
  • What to communicate on
  • When


Tips for dealing with major IT incidents

  • What can we learn from others?
  • What resources are available?


What happens after the Incident?

  • What do we do?
  • What should we report on
  • Examples of Reports


Do’s and Don’ts of Major Incident Management


What role could other ITSM Processes play in a Major Incident?

  • Change Management?
  • Problem Management?
  • Service Level Management?
  • CSI?
  • BRM?
  • Others?


Closer look at the Roles and Responsibilities of other processes and functions

  • RACI


Let’s look at Best Practice ideas to improve things


Case Study


Who Should Attend

  • IT 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.

A cut down version can also be run in a 1/2 day format.



Contact Us

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


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