Major Incident Management

Key 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.

Draws from case studies and real-world situations to provide dynamic learning that goes beyond theory and enables you to quickly apply knowledge in your organization.

Skills Developed

Through Kepner-Tregoe’s Major Incident Management workshop, you will learn how to:

• 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. 
• 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 unnecessary spare part usage. 

Return on Investment

• Decreased Mean Time to Restore
• Reduced variation
• Increased First-Time-Resolution Rate
• Reduced number of escalations
• Improved customer satisfaction
• Greater IT stability and production uptime

Workshop Details

Duration: 4 days

Learning Tools Included: All workshop attendees will receive the Kepner-Tregoe Tablet App and access to online post-workshop learning support tools (coaching videos, tips, tricks, worksheets, and more) with a My KT membership

Training Options: Available either as a Public Session or as group training conducted at your location