Loading Events

« All Events

Online Masterclass – Major Incident Management

24 September, 9:30 am - 25 September, 1:00 pm


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.

Target Audience

This event is aimed at the Beginner/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 Conor Horgan, 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.


What will it involve?

In this 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 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.


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


24 September, 9:30 am
25 September, 1:00 pm
Event Categories:
, ,
Event Tags:
, ,


Online Delivery


itSMF Events Team
+44 (0)118 918 6500
View Organiser Website