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Masterclass – Major Incident Management

10 October, 2019, 9:30 am - 4:30 pm

Backdrop of London


As users and customers ITSM professionals often face woeful Incident Management when we seek support ourselves in the form of:

  • Scripted approaches which take no account of our issue
  • More time spent on housekeeping than handling the incident
  • Engineers too busy with the technology to notice what we’re asking for

This event 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.

Facilitated by Andrew Vermes, a Senior Consultant at Kepner-Tregoe who works daily with major technology clients on improving incident management processes; this event is designed for ITSM professionals involved in major incidents: Major Incident Managers; SMEs called on to make significant contributions, IT and Business Leaders who regularly participate in major incident conference calls. 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 will it involve?

In this one-day interactive event we will focus 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?

Attendees are welcome, and encouraged, to bring their own real-world scenarios for discussion if they are comfortable with sharing them.

What are the key benefits of attending?

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.

Why do I need a major incident management process?

Major incidents, whether they be caused by system failures, external attacks or a planned change gone bad, are a high-risk scenario for your company – both highly likely to occur and very impactful when they happen. Your best preparedness comes from planning how your teams will respond when these scenarios occur and practicing in advance. If you don’t already have a plan in place, focusing on the fundamentals (communication, decision making, technical options and continuous improvement/root-cause analysis) is a good place to start.

If you do have an existing process, these same fundamentals can be used to refine and tune the process to minimise business impact, provide targeted stakeholder communications and add steps to capture root-cause analysis information while diagnosis and decision making are taking place.

How much does it cost?

Places are available to itSMF UK members for £295.00 + VAT. 

Not yet a member? You’ll be shown a price of £460 + VAT which includes an ‘Individual’ level annual membership.  To find out about other membership levels, benefits and costs please click here.


Please contact the office on 0118 918 6500 to discuss an on-site running of this event.


10 October, 2019
9:30 am - 4:30 pm
Event Categories:


etc.venues Marble Arch
Garfield House, 86 Edgware Road
London, W2 2EA
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itSMF Events Team
+44 (0)118 918 6500
View Organiser Website