Major Incident Management

Ideal for Incident and Major Incident Managers, service desk staff, analysts, subject matter experts, quality managers, problem managers, auditors, technicians, engineers and others responsible for customer service and support.

• Successfully facilitate the incident-resolution process by gathering the most relevant data and driving decisions while managing risk under pressure
• Learn advanced incident-management skills to manage the end-to-end process of service restoration and details passed on to other functions such as Problem Management, Change Management, etc.
• Manage clear communication and documentation using a variety of case studies and simulated incidents to seamlessly apply skills in your organization

• Improve the consistency and efficacy of your approach to incident management
• Reduce stress and the time spent in the “analysis and diagnosis” phase for major outages
• Enhance the ability to prioritize restoration activities and involve the right people
• Recognize actions that are substantiated by facts before rolling out changes
• Increase the number of instances where the first restoration activity is the final restoration activity
• Use a common “problem-solving language” independent of technology
• Increase throughput of incidents for the same headcount
• Reduce service cost and time to restoration through use of visual contrasts between unnecessary steps and validated steps

• Decreased Mean Time to Restore
• Reduced variation
• Increased First-Time-Resolution Rate
• Reduced number of escalations
• Improved handovers reducing time to get up to speed
• Reduced touchpoints
• Improved customer satisfaction
• Greater IT stability and production uptime
• Improved knowledge management systems

“Did we ask the right questions? Did we tend to skip to the conclusion before analyzing the data? When the server broke down, we had some heated discussions, but did we agree on the dysfunction? We needed improvement and 12 months later, the figures are here, showing how our team has implemented the problem-solving process. Our progress was steady, going from +10%, +15%, +20% and +35%, and finally reaching +90% after just six months.”

— Helpdesk Supervisor, Galileo

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