Major Incident Management

Available as:

  • In-house class
  • Public class
  • Virtual
  • In-Person

Languages:

EN

Essentials

Take control of your Incident Management with Kepner-Tregoe’s Major Incident Management workshop. Designed for learners looking to expand their knowledge and performance, this workshop brings higher quality, more consistency, and greater speed to the incident handling process by improving the underlying quality and consistency of troubleshooting. Our ITIL®-recognized and interactive approach helps you restore service more effectively, while managing risk and communicating confidently under pressure.

What You Get

  • 4 days led by an expert instructor
  • Access to digital tools and resources
  • Advanced incident management skills
  • Certificate of completion
  • Certification Credits : 2.8 CEUs
Select Format
Select Country
  • Singapore
  • Malaysia
Select Date
  • Nov 27 2024 - Nov 29 2024
    Singapore

    SGD 1,900 for 3 or more.
    Workshop Hours: 9:00 am - 5:30 pm (UTC+8)

    ENG
    2,200  SGD
  • Oct 8 2024 - Oct 10 2024
    Kuala Lumpur

    RM 3,400 for 3 or more.
    Workshop Hours: 9:00 am - 5:30 pm (UTC+8)

    ENG
    4,000  MYR
Contact us for future workshop dates
Participants
Select Language
Select Date
  • Mar 12 2024 - Mar 15 2024
    USA

    Workshop Hours:
    10am - 6PM (ET)

    ENG
    2,495  USD
  • Mar 12 2024 - Mar 15 2024
    Canada

    Workshop Hours:
    10am - 6PM (ET)

    ENG
    3,250  CAD
  • Jul 16 2024 - Jul 25 2024
    Singapore

    16-18 July & 23-25 July,
    Workshop Hours: 8:30 am - 12:30 pm (UTC+8)

    ENG
    1,900  SGD
  • Jul 16 2024 - Jul 25 2024
    China - Hong Kong

    16-18 July & 23-25 July,
    Workshop Hours: 8:30 am - 12:30 pm (UTC+8)

    ENG
    11,500  HKD
  • Jul 30 2024 - Aug 2 2024
    USA

    Workshop Hours:
    10am - 6PM (ET)

    ENG
    2,495  USD
  • Jul 30 2024 - Aug 2 2024
    Canada

    Workshop Hours:
    10am - 6PM (ET)

    ENG
    3,250  CAD
  • Nov 19 2024 - Nov 22 2024
    USA

    Workshop Hours:
    10am - 6PM (ET)

    ENG
    2,495  USD
  • Nov 19 2024 - Nov 22 2024
    Canada

    Workshop Hours:
    10am - 6PM (ET)

    ENG
    3,250  CAD
Contact us for future workshop dates
Participants
Total:
0

To see the total select country, date and number of participants

To see the total select language, date and number of participants

In this county services are provided by the official KT licensee.

* Before applicable taxes

Class seats guaranteed with payment. Seat reservations held for 72 hours.

Contact us to inquire for more details or have the workshop customized upon your corporate needs.

  • Audience

    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.

  • Benefits

    • 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
  • Skills Developed

    • 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
  • Return on Investment

    • 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
  • Quotes

    “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

  • Workshop Brochure

Contact Form

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The Foundation Badge is the starting point and highlights that you have attended a KT training program. Once you have begun applying the KT technologies you will progress through the levels of Practitioner, Advanced, and ultimately, achieve recognition as a KT Expert.

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KT Foundations Badge

If you have successfully participated in this workshop, you are eligible to receive the Kepner-Tregoe Foundations Badge.

Contact Us

For inquiries, details, or a proposal!