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Overview. A new era is born.


The Global Best Practice in IT Major Incident Management® covers 4 key areas. Process, people, tools and continual service improvement. These four key areas provide a holistic approach to Major Incident Management that is often lacking in organisations. Often, even the most experienced organisations may have a great process, possibly even the latest tools yet they lack a robust and comprehensive approach to developing extraordinary leadership capabilities in their Major Incident Managers. Proper Major Incident Management is all about effective leadership. Here at MIM® we have built and developed the Global Best Practice in IT Major Incident Management® and over the years, continually refined the programme to truly create the best Major Incident Managers in the world.

01. Process - Major Incident Excellence.

The process section provides the latest framework, roles and responsibilities, steps and activities.

But more than that, process deals in the fundamentals of Major Incidents. We all understand a commercial impact, but do you know the secondary and tertiary impacts? Do you understand the lost revenue now, but also the lifetime value of a customer loss, or the brand reputational damage?


02. People - A new breed of Major Incident Manager.

Major Incident Management at it's core, is about leadership. Leadership of a diverse range of people and resources during one of the most challenging commercial situations an organisation can face.

The Global Best Practice in IT Major Incident Management® has been specifically designed to unleash potential to ensure that Major Incident Managers master leadership and continually display a leadership style that unites the IT Operation, customers and stakeholders.

Leadership without limits.

03. Tools = scale and speed

Being aware of the latest tools available and how they can be used is vital to quickly mobilising an entire operation quickly and at scale, as is leveraging the latest technology advancements in managing communications with key stakeholders and customers.

04. Continual Improvement - the never ending pursuit of excellence

The MIM® Stakeholder Experience™ methodology provides a unique, design thinking approach to analysing a Major Incident function and the key stakeholders experience at every step of your major incident process - this creates a unique tool that brings together teams in a collaborative way to continually identify opportunities to improve the Major Incident function.

Be prepared for anything.

Global Best Practice in IT Major Incident Management® 2020 syllabus. 

Becoming certified in the Global Best Practice in IT Major Incident Management® is more than just a training course, it comes with expectations. Professionals who have undergone the training and certification programme are expected to display a very specific set of competencies, knowledge and behaviours in the workplace.

They are expected to deliver the highest quality of Major Incident excellence to their company, customers and stakeholders.

01: Process

  • An Introduction to Best Practice IT Major Incident Management
  • Principles of Major Incident Management
  • Core Concepts
  • Stakeholders
  • Communication
  • Types of Major Incident Management Models
  • Roles and Responsibilities
  • Three Phases of a Major Incident
  • Initial 15 Minutes Detail
  • Post 15 Minutes Detail
  • Resolution Detail
  • Metrics for Major Incident Management

02: People

Psychometric Profiling

  • An Introduction to Psychometric Profiles and How To Use Them in Major Incident Management
  • Your Work Style
  • Your Communication Style
  • Your Team Style
  • Your Leadership Style
  • Your Conflict Style
  • How Stress Impacts You
  • Your Approach to Change


  • Management vs. Leadership
  • Direct vs. Indirect Leadership
  • Situational Leadership
  • Team and Individual Motivation
  • Designing and Delivering Presentations
  • Delegating
  • Coaching
  • Fostering a Collaboration Culture
  • Organisational Change

Emotional intelligence

  • Management of Self
  • Empathy
  • Relationship Management
  • Adapting Styles to Situations

Persuading and influencing

  • Responding Rather Than Reacting
  • Assertiveness
  • Questioning Skills
  • Listening Skills
  • Five Methods of Conflict Management
  • Stakeholder Management
  • Personal vs. Positional Power
  • Bias

Problem Solving

  • Visioning
  • Empowering Others
  • Critical Thinking
  • Analysis

03: Tools

  • Major Incident Management Tools


04: Continual Improvement

MIM Stakeholder experience methodology™

  • Purpose
  • The Process
  • Stakeholder Empathy Mapping
  • Current Process Mapping
  • Future State Mapping
  • Gap Analysis
  • Opportunity Identification
  • Future Major Incident Service Core Values Planning
  • Implementation and Activation
  • Examples
  • Templates and Tools

Multiple choice exam and certification.

Following the completion of the course you will take a digital 40-question, multiple choice exam.

Successfully completing the exam with a pass mark of 85% will earn you the Certificate in The Global Best Practice in IT Major Incident Management®.

Our wonderful clients.


Dr Pamela Stoodley

Major Incident Manager at Spark (New Zealand)

"Thank you so much, I really loved the material and enjoyed this experience. The workshop on Continual Improvement was brilliant."


Jerome Knoepffler

Major Incident Manager at Lombard Odier (Luxembourg)

"As a MIM it can be really difficult to have the time to take a course, the eLearning was perfect to fit it in when I could. The course was really interesting, particularly the psychology and leadership sections. The content was extremely engaging and useful to my development. Excellent."


Kamlesh Miyan

Manager, Service Desk & Major Incident at Tech Mahindra (Sweden)

"The MIM® Team has done a remarkable job with the MIM Cloud Academy"


Amelia Meneses
Service Manager at Fujitsu (Portugal)
"The psychometric profiling section made me understand why we have certain reactions by teams, stakeholder and customers, and helped us to change the way we engage, communicate and ultimately improve relationships. I also loved the approach of the continual improvement section, the MIM® Stakeholder Experience™ methodology and it's design thinking approach was so useful, and we can see how to get enhanced control of all of the people, process and tools.”

Ways to learn.


  1. Classroom training, 3 days.
  2. Self-paced eLearning.

For groups of 6+ we would advise that classroom sessions provide a catalyst for positive transformation.

Contact us > to learn more

For individual learners please see our eLearning offering - The MIM Cloud Academy™

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