Online Masterclass – Major Incident Management
Major incidents are unforgiving. Under pressure, even experienced ITSM professionals can find themselves caught in chaotic bridges, competing priorities, unclear information flows, and escalations that accelerate faster than root causes emerge.
This online masterclass provides a proven, structured, real-world approach to managing major incidents with clarity, consistency and confidence, powered by the four core KEPNERandFOURIE™ analytical processes.
Why Attend?
When critical outages strike, teams often face:
- Scripts that fail to reflect the unique nature of the incident
- Excessive time spent on administrative “noise” instead of restoration
- SMEs trapped in lengthy bridge calls instead of performing value-added diagnostics
- Stakeholders overwhelming the bridge and derailing decision flow
- Poor visualisation of updates, leading to repetitive clarification requests
- Ineffective triage that later requires complete rework by Problem Management
- Vague or incomplete rationale behind actions, complicating Post-Incident Reviews
This masterclass cuts through these issues with a mature, highly structured methodology trusted globally by technical teams, service leaders and major incident functions.
Target Audience
Designed for ITSM practitioners at intermediate level, this masterclass is ideal for:
- Major Incident Managers
- Technical SMEs regularly pulled into high-severity incident
- IT Operations / Service Delivery Managers
- Digital platform and infrastructure leads
- Business and IT leaders who participate in MI decision making
- Problem Managers seeking earlier, higher-quality diagnostic input
Members with hands-on technical and service management backgrounds will find the content practical, relevant, and immediately applicable
What will it involve?
The course integrates the four fundamental K&F processes to ensure consistent, defendable and outcome-driven incident handling:
- PriorityWise™ – Assess, classify and prioritise the incident rapidly and accurately, ensuring the bridge focuses on what matters most.
- CauseWise™ – Define the problem with precision, identify essential diagnostic data, and guide SMEs to convergent, fact-based analysis.
- SolutionWise™ – Evaluate restoration options, select the best immediate path forward, and justify decisions with transparent logic.
- RiskWise™ – Validate the chosen solution, highlight downstream risks, and prevent recurrence through structured post-restoration evaluation.
These processes create a repeatable end-to-end Incident Management operating rhythm that works across all technologies, vendors, and organisational structures.
Takeaways
Across two interactive half-day sessions, you will gain practical tools and repeatable behaviours that transform incident response. Through case studies, guided exercises and live questioning techniques, we focus on
- Mastering the First Five Minutes
- Accelerating Critical Information Capture
- Managing Stakeholders Without Losing Momentum
- Restoring Service Without Sacrificing Insight
- Reducing Stress and Cognitive Overload
Delivery Platform
This online Masterclass will be delivered using Teams.
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.
Please contact the office on +44 (0) 118 918 6500 to discuss a dedicated delivery of this event for your organisation.
London
