Masterclass – Major Incident Management

What is it?

ITSMF UK Masterclasses offer a unique opportunity to develop your knowledge and discuss complex issues with other service management practitioners.

This Masterclass offers a mature approach to major incidents, explaining why it’s important to integrate several different approaches. We’ll touch on minor incidents, too, since the way these are routinely handled will shape users’ and IT professionals’ view of what needs to happen, and in what order.

Who is it for?

This event is ideal for you if you have a reasonable understanding of Major Incident Management, but want to take it to the next level.

What does it involve?

This event focuses on the essentials for delivering a quality outcome in a major incident:

• How to handle the first 5 minutes
• Speeding up the vital capture of information
• Managing upset stakeholders
• Dealing with multiple communication channels
• Keeping everyone updated without diverting key resources from solving the issue
• Avoiding the effects of stress
• Does a major incident manager need to wear a superhero suit?

The day revolves around a major incident case study, where participants will relive the frustrations and joys of handling conflicting demands, and present a flexible dashboard to help hold the whole thing together.

How much does it cost?

For ITSMF UK members, it’s £375.00 + VAT.
If you’re not a member, it’s £550.00 + VAT. Find out more about becoming a member.

Who is leading it?

Andrew Vermes. He’s a Senior Consultant at Kepner-Tregoe and works daily with major technology clients on improving incident management processes.

Follow him on Twitter, or see his LinkedIn profile.

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