Who is it for
Designed for Major Incident Managers, aspiring Major Incident Managers, SREs, Service Managers, and supporting operational roles looking to improve their Major Incident knowledge and capabilities.
Develop Major Incident Professionals who lead with confidence, communicate clearly, and improve stakeholder experience during Major Incidents.
You will be able to
From critical infrastructure to financial services and technology, MIM supports teams managing major-impact incidents worldwide.
MIM Professional® develops the behaviours, practical knowledge, and leadership skills required to manage Major Incidents more effectively.
Built on the Global Best Practice in IT Major Incident Management® competency model, the certification focuses on improving communication, collaboration, stakeholder management, and operational performance during Major Incidents.
Professionals completing the certification are equipped to strengthen incident response, improve stakeholder confidence, and support more consistent Major Incident outcomes.
MIM Professional® is built around a globally consistent competency model.
COURSE
Overview
The course is structured across four core areas:
- Process
- People
- Tools
- Continual Improvement
Module 1: Process
Develop a structured understanding of Major Incident Management, including governance, escalation, communication, stakeholder engagement, and operational coordination.
The module explores the principles, frameworks, roles, responsibilities, and phases involved in managing Major Incidents effectively, while also examining the wider commercial, operational, and reputational impact incidents can have on organisations.
Key areas include:
- Major Incident Management principles and frameworks
- Roles and responsibilities
- Stakeholder communication
- Major Incident models
- The Three Phases of a Major Incident and escalation
- Resolution coordination
- Metrics and operational effectiveness
Module 2: People
Major Incident Management is ultimately about people, communication, and leadership under pressure.
This module focuses on developing the behavioural, emotional, and leadership capabilities required to manage Major Incidents effectively.
Learners explore how personality types, communication styles, emotional intelligence, stress responses, and stakeholder behaviours influence operational outcomes during high-pressure incidents.
A core focus of the module is building greater self-awareness and understanding how different individuals, teams, and stakeholders respond during Major Incidents.
Learners develop practical techniques to improve collaboration, influence behaviours, manage conflict, communicate with clarity, and lead Technical Resolving Groups more effectively.
The module also explores how leadership style, trust, coaching, motivation, and psychological awareness contribute to stronger Major Incident performance and stakeholder experience.
Key areas include:
- Leadership and decision-making
- Psychometric profiling
- Emotional intelligence
- Communication styles and behaviours
- Stakeholder management
- Conflict and stress management
- Influencing and collaboration
- Coaching and motivation
- Building high-performing Technical Resolving Groups
- Understanding behavioural responses during Major Incidents
Module 3: Tools
Being aware of the latest tools available, and understanding how they can be used effectively, is vital to mobilising teams quickly and at scale during Major Incidents.
This module explores how tools, communication platforms, and technology can support operational coordination, stakeholder communication, visibility, and response management during Major Incidents.
Key areas include:
- Major Incident Management tools
- Stakeholder communication and visibility
- Operational coordination
- Technology-enabled response management
Module 4: Continual Improvement
Major Incident excellence requires continual learning, measurement, and improvement.
Built around the MIM® Stakeholder Experience™ methodology, this module introduces a structured approach to analysing stakeholder experience, identifying operational gaps, and strengthening long-term Major Incident capability.
Learners explore practical techniques for evaluating current state performance, defining future state objectives, improving stakeholder satisfaction, and embedding continual improvement into Major Incident Management practices.
Key areas include:
- MIM® Stakeholder Experience™ methodology
- Stakeholder empathy mapping
- Current and future state analysis
- Gap identification and opportunity planning
- Service improvement strategies
- Measuring stakeholder experience
- Continual improvement frameworks
- Practical templates and improvement tools
Exam
Assessment
- 40-question multiple choice exam
- 1-hour timed assessment
- Digital examination
Become Certified
Receive the MIM Professional™ certification upon successful completion of the course.
Built on Global Best Practice IT Major Incident Management®, the certification recognises practical leadership capability and operational excellence.
