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This practical two-day workshop develops the skills and confidence needed to declare, manage and learn from Major Incidents – the high-impact, time-critical events that fall outside normal incident handling.
The workshop is built around a single detailed case study running across both days. Delegates work through the full Major Incident lifecycle over nine modules: purpose, definitions and priority models; process and lifecycle; organisation, people and RACI; information, technology and tooling; partners and suppliers; capability maturity; CSFs, KPIs and reporting; stakeholder communications; and recommendations and roadmap. Each module is anchored by a case study reveal, discussion and hands-on exercise.
Aligned to the ITIL® 4 Incident Management practice, the workshop suits mixed audiences of practitioners and managers and is highly interactive, with eleven exercises spanning individual reflection, group work and role play.
By the end of this workshop, you will be able to:
– Recognise and declare a Major Incident against clear criteria, and apply a priority (P1–P4) model
– Navigate the Major Incident lifecycle from detection through to closure and review
– Apply a RACI model to clarify roles and responsibilities during a Major Incident
– Identify the tooling and information flows a mature MIM practice needs
– Manage suppliers and third parties during a Major Incident, including contractual and SLA considerations
– Assess MIM capability against a five-level maturity model
– Select and report on the KPIs that matter most during and after a Major Incident
– Write clear, timely stakeholder communications during a live incident
– Conduct an effective Post-Incident Review and build a realistic improvement roadmap
This workshop is suitable for:
– IT practitioners and managers who take part in or lead the response to Major Incidents
– Service desk, technical and operations staff who need a shared understanding of the MIM process
– Anyone with Major Incident Manager or Service Delivery Manager responsibilities
– Mixed groups of practitioners and managers – the workshop is designed to work for both
There are no formal prerequisites, although familiarity with ITIL 4 Foundation concepts (or equivalent incident management experience) is helpful.
This is a workshop-format course. A certificate of attendance is provided. No formal examination.
All workshop materials, including the case study booklet, exercise sheets and delegate pack, are included in the course fee.
– ITIL®4 Incident Management Practitioner
– Problem Management & Root Cause Analysis Workshop
£695 +VAT per person
The Major Incident Management Workshop is for anyone who needs Major Incidents handled well rather than survived. Through a single detailed case study running across both days, delegates see – and then practise – what good MIM looks like: fast declaration, clear ownership, disciplined communication, and honest post-incident learning.
Get in touch to talk about arranging a private Major Incident Management Workshop course for your organisation.
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We will never pack a course.
The maximum learners on our public courses will be 10.
We will run the course even with as few as 2 (and we can run it with just 1 for a slight premium).
Here’s the schedule of courses coming up:
| Date | Duration | Delivery | Location | Spaces |
|---|---|---|---|---|
| None currently scheduled | ||||
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