Successful ITIL Incident and Major incident management


Successful ITIL Incident and Major incident management , Learn to set up and optimize ITIL incident and major incident management services – a journey from discovery to live.

What you”ll learn:

  • Learn how to set up a service ready for incident management
  • Know the core processes to ensure you deliver excellent service
  • Know what to do for escalating
  • How to manage an incident management team


In this dynamic and practical course, participants will gain comprehensive insights into the strategic set up and optimization of Incident and Major Incident Management processes. Designed for professionals seeking to enhance their organization’s resilience, this course provides a deep dive into the foundational principles and advanced strategies for effective incident response.

Participants will explore the intricacies of incident identification, response team structuring, and the resolution process. The course will delve into the critical elements of Major Incident Management, emphasizing the activation criteria, communication protocols, and resource coordination necessary for handling high-impact scenarios.

The course will empower you to create a robust incident response framework, ensuring timely and effective resolution while minimizing business impact. Whether its a new service or an old one you want to optimize, this course will give you some reflections on how to improve your service.

Key Learning Objectives

1. Foundations of Incident Management:

– Understand the fundamentals of incident identification, reporting, and resolution.

2. Strategic Set Up

– Learn to establish and structure an effective incident response team.

– Define roles and responsibilities within the team for seamless coordination.

3. Major Incident Management Activation

– Establish criteria for declaring a major incident.

– Develop predefined scenarios and triggers for major incident activation.

4. **Communication Excellence:**

– Create a robust communication plan for both routine incidents and major incidents.

– Master effective communication techniques during high-stress situations.

5. **Resource Coordination:**

– Coordinate resources and support for efficient incident resolution.

– Develop strategies for resource allocation during major incidents.

6. **Post-Incident Analysis and Continuous Improvement:**

– Conduct thorough post-incident analyses to identify root causes.

– Implement corrective actions and preventive measures for ongoing improvement.

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