Online Masterclass – Major Incident Management

During high profile outages, ITSM Professionals are too often victims of chaotic bridges with:

• Scripted approaches which take no account of the nature of the incident in hand
• More time spent on housekeeping than handling the incident
• SMEs being held up too long on bridge calls, unable to focus on the required value-add activities required
• Bridge communications and updates not visualised effectively, inviting repeated clarification questions
• MI Managers being steamrolled on bridges by too many (senior) stakeholders
• Ineffective initial triage passed on to the Problem function to redo
• Unclear documentation and rationale behind actions taken, for Post-Incident Reviews

This masterclass offers a mature, tried and tested approach to major incidents for Major Incident Managers.
To effectively manage the bridge communications and actions, you will learn why it’s important to separate 4 thinking processes into separate conversations and experience how to manage the visualisation of them in a 4-colour dashboard.

Target Audience

This event is aimed at those with at least some ITSM knowledge and experience – up to an intermediate level.
It has been designed for ITSM professionals involved in Major Incidents, SMEs called on to make significant contributions and IT and Business Leaders who regularly participate in Major Incident Management.
Facilitated by Dr Clive King, a Consultant at Kepner-Tregoe who works with major technology clients, IT service teams and IT professionals across many other sectors, to improve their IT practices. Kepner-Tregoe is an industry leader in Problem and Incident Management, including being the recognised method in ITIL for working incidents and problems.

BOOK YOUR PLACE

What will it involve?

The art of being an effective Major Incident Manager is your ability to ask the right questions at the right time, determine the actions required and make them visible and easily understood to all required stakeholders.
In this interactive event we will focus on:

• How to handle the first 5 minutes
• Speeding up the vital capture of information
• Managing upset stakeholders through better organisation of the bridge communications
• Dealing with multiple communication channels via the 4-colour dashboard approach
• Keeping everyone updated without diverting key resources from solving the issue
• Avoiding the effects of stress by reducing chaotic bridge communication and unstructured approaches that jump to fix

You will be exposed to four of Kepner Tregoe’s core methodologies which underpin the 4-colour dashboard:

1. Situation Appraisal (blue) – to asses and understand the incident & prioritise action
2. Problem Analysis (red) – to quickly define and diagnose essential data
3. Decision Analysis (green) – to select the best restoration option
4. Potential Problem Analysis (orange) – to protect the fix and avoid future problems

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 event 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.

Delivery Platform

This online Masterclass will be delivered over two days, during the hours of 09:30 – 13:00 each day, using the Cisco WebEx platform – taking advantage of the platform functionality to allow active participation and group discussion.  You can test your compatibility here.

PeopleCert ITIL CPD Points

itSMF UK members will automatically earn 7 ‘Professional Education’ ITIL CPD points for attending this event – more details available here.

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.

REGISTER NOW!

Please contact the office on +44 (0) 118 918 6500 to discuss a dedicated delivery of this event for your organisation.
London