High performing

MIM Expert®

MIM Expert®

Who it's for

This course is designed for experienced Major Incident Managers and those looking to take their performance to the next level.

Pre-requisite: Certified in MIM® Professional or previously trained and certified by MIM®.



To enhance the skills and knowledge of each learner, create high performing Major Incident Experts.

Reduced Downtime

Globally Recognised

New Tools & Knowledge

Ways to



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

*interest free finance available for individuals: learn about monthly finance.

**You can purchase eLearning by using the button above and using the checkout. For in person training and bookings please contact the team. Classroom sessions require groups of 8 or more.

MIM Expert®

You will be able to





Deeply understand how to navigate the different personality types to increase collaboration, leadership and performance.

Apply advanced command and control through critical thinking, advanced questioning techniques and productive conflict management.

Develop enhanced personal and team resilience to ensure maximum performance and reduced downtime.

Mentor others within the Major Incident function to develop capabilities faster and create a sustainable function.

Proud to serve

Clients in 90+ countries

Leading the way

MIM Expert®

Becoming a certified MIM® Expert™ is more than just a training programme. MIM® Experts™ understand the need to elevate their performance and have the strategies, tools and capabilities to elevate their, and their teams performance to enhance the protection they provide to their business, stakeholders & customers.

The MIM® Expert™ Programme takes the skills and knowledge your have developed from the MIM® Professional programme to the next level, diving deeper into expert communication skills using DiSC®'s AgileEQ and Productive conflict frameworks, as well as developiong your critical thinking, questioning skills for increased command and control, whilst also develping your ability to mentor your colleugues to expand the whole teams capabilities.



Module 1: Process

Recap on the objectives of Major Incident Management, core principles and the three phases.


Module 2: Leading better with AgileEQ

Understand this advanced emotional intelligence framework to lead better, maximize collaboration and increase perfomance.


Module 3: Maximise collaboration with productive conflict

Using the DiSC framework understand how the different personallity types engage in conflict, their destructive & productive responses and how to navigate these more effective.


Module 4: Improve command & control with critical thinking

Learn advanced critical thinking skills and lead the resolution efforts with less bias, more factual and evidence based thinking in less time.

Module 5: More engagement with questioning Skills

Advanced questioning skills and techniques will enable you to get the most from the Technical Resolving Groups during bridge calls.


Module 6: Build personal and team resilience

Develop more resilience for yourself and the wider major incident team to increase performance and protect against low resilience.


Module 7: Become a great mentor

Become a great mentor and foster a culture of developing other professionals. Learn the skills to develop others within your Major Incident practice.


Digital Exam: 

30-question multiple choice, 1 hour timed exam.







Upon successful completion of the programme, you’ll receive a MIM Expert® certificate as powerful proof of the enhanced leadership skills and professional capabilities you’ve developed.





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



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

*interest free finance available for individuals: learn about monthly finance.

**You can purchase eLearning by using the button above and using the checkout. For in person training and bookings please contact the team.

MIMBlack Card


The MIM Black Card is your path to exclusive benefits. Only 520 MIM Black Cards available.


MIMBlack Card perks**

  • v4 framework Voting rights.
  • Free MIM talent job postings for 1 year.
  • Your own personalised digital MIM Black Card.
  • Become part of the MIM Black card community.
  • Access to MIM Black Card holder only exclusive events.
  • Access to exclusive MIM Black Card drops.

** Terms & conditions apply


How to get your MIM Black Card

MIM Black Cards are only available with pre-order purchases of courses in the new v3 Global Best Practice in IT Major Incident Management®.

  • 300 black cards with the first 300 MIM Professional™ course purchases.
  • 200 black cards with the first 200 MIM Expert™ course purchases.
  • 20 black cards with the first 20 MIM Director course purchases.


Your journey