We create the best Major Incident Managers in the world.
New Tools & Knowledge
Proud to serve leading companies in 76 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.
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.
- An Introduction to Best Practice IT Major Incident Management
- Principles of Major Incident Management
- Core Concepts
- 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
- 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
- Fostering a Collaboration Culture
- Organisational Change
- Management of Self
- Relationship Management
- Adapting Styles to Situations
Persuading and influencing
- Responding Rather Than Reacting
- Questioning Skills
- Listening Skills
- Five Methods of Conflict Management
- Stakeholder Management
- Personal vs. Positional Power
- Empowering Others
- Critical Thinking
- Major Incident Management Tools
04: Continual Improvement
MIM Stakeholder experience methodology™
- 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
- 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."
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."
Manager, Service Desk & Major Incident at Tech Mahindra (Sweden)
"The MIM® Team has done a remarkable job with the MIM Cloud Academy"