IT Major Incident Management Best Practice Course (ITSM Based)

ITSM categorizes major incidents as causing significant business disruption. The HDAA training day focuses on recognizing, defining, and responding to these incidents with an emphasis on proactive planning and swift resolutions.

IT Major Incident Management Best Practice Course (ITSM Based)

Course Overview

ITSM 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.

Target Audience

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

Prerequisite

None

Learning Objectives

When is an incident a major incident?
Major Incident Process Flow
What role could other ITSM Processes play in a Major Incident?
Roles and Responsibilities of other processes and functions
Communication
What happens after the Incident?
And More

Course Modules

Learning Objectives:

Major Incident’s purpose, scope
What does ITSM say about Major Incidents?
Prioritising Incidents
What does the Major Incident Response Team look like?
Roles and responsibilities
Major Incident Management Procedure – Examples
Major Incident Management triggers, inputs, outputs
Process interfaces
Invoking IT Service Continuity Management
Communications during emergencies
Metrics and Measurements
Major Incident Review

Exam Detail

This HDAA exam on MIM will help you to prove that you are able to determine how to define and detect a major incident.

Instructions:
1. You should attempt all 20 questions. Each question is worth one mark.
2. There is only one correct answer per question.
3. You need to answer 13 questions correctly to pass the exam.
4. Mark your answers on the exam platform.
5. You have 30 minutes to complete this exam.
6. This is a ‘Open book’ exam. Just like in life you can use any resource to find a solution, don’t cheat yourself, do your best.

Choose Your Training Options

Self-Paced Learning

$778.27 EX GST

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Instructor-led training

$1,000.00 EX GSTAdd to cart