Major Incident course overview

 The workshop builds upon the best practice guidance for what you should do during Incident Management to establish that a Major Incident has occurred with discussion, guidance and walkthroughs on the subsequent steps to ensure that Major Incidents are resolved with the least business impact possible.

Proposed Workshop Content

The following subject areas are proposed and are a guide. The workshop content can be customised and relevant BSP examples can be used throughout the session.

  • Brief validation of understanding of key concepts:
    • Event
    • Major Incident
    • Problem
    • Disaster
    • Major Problem Review
  • Walkthrough of current Major Incident process:
    • Triggers
    • Steps
    • As-defined Roles and Responsibilities
    • Brief analysis of sequencing as documented, using simplified Value Stream Mapping
  • Being a Major Incident Manager:
    • Engagement of key stakeholders
    • Leadership of the team
    • Status monitoring and escalation
    • Provision of communications and updates
    • Management of the activities
    • Assuring the audit trail
  • Evaluation of Example Major Incident for lessons learned/comparison
  • Assignment of responsibilities for addressing any gaps/issues identified
  • Continual improvement efforts for design and transition can be identified, thereby positively impacting future changes and services

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