WE CREATE THE BEST MAJOR INCIDENT MANAGERS IN THE WORLD.
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Clients in 80+ countries
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.
2020 SYLLABUS
Global Best Practice in IT Major Incident Management®.
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
LEADERSHIP
- 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®.
TESTIMONIALS.
David Haggis
Head of Resolution Management at Fujitsu (Global)
The training delivery was quite the best I have ever experienced. The training ensured the project to roll out a command centre globally is on track and the teams now provide a better all-round service. I recommend the training as it gives a fresh approach – looks at the subject from all angles (individual behaviour, leading teams, acceptance of change and service improvement). MIM® as a company are very adaptable, outstanding delivery of the course material keeps the attendee engaged during a three day intensive course is some achievement. They are Flexible to the needs of the customer – Agile in approach – A real training partner.
Alex Cosma
Head of IT Service Management at Square Enix
The training exceeded our expectations.
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.”
Shivakumar Munuswamy
Global Lead - Major Incidents at Capgemini
it is certainly a course that I highly recommend for learning or improving your knowledge/skills for Major Incident Management
Judith Felton
Head of Customer Services, Cityfibre
The team at MIM have been instrumental in helping CityFibre transform and future-proof its Major Incident process. Working closely and collaboratively with us since day one of the project, they have willingly adapted their established training methods to meet our specific requirements. When Covid-19 hit the UK, MIM stepped up once again to support us with the unprecedented challenges we faced as we strived to keep thousands of homes, businesses and critical sites connected to the Internet right across the country. The combination of CityFibre’s deep industry experience and MIM's major incident expertise and best-practice knowledge, means we are now robustly positioned as we rapidly-scale our rollout of world-class digital infrastructure platforms across the UK.
Ways to learn.
- Classroom training, 3 days.
- 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™