As a Service Desk, Major Incident or Problem Manager, you can do all the ITIL training in the world but nothing can really prepare you for every major incident or crisis. It’s definitely something that becomes easier with experience.
At this event you’ll learn top tips for dealing major incidents, how to communicate effectively, the processes to have in place and how to support your team. You’ll leave with tried and tested ways to help you get the show (back) on the road.
Key themes will include:
* Incident management
* Problem management
* Disaster recovery processes
* Service continuity
* People and resilience
* Case studies
Chief Value & Innovation Officer, SDI
Senior IT Technical Analyst, University of Leeds
CEO, Founder & CEO, MIM ®
Adam Norman is the Founder & CEO at MIM®.
MIM® is the professional body dedicated to Major Incident Management. MIM® provides training and certification programmes to leading companies across 76 countries, unleashing their talent and delivering Major Incident excellence.
You can learn more about MIM® and their training here: https://majorincidentmanagement.com/
Head of IT Disaster Recovery, ICON plc
Global Incident Manager, Gett
Managing the Incidents escalation program at Gett – defining the process and implementing it company wide, defining success KPIs and measuring quarterly progress for the program. Producing formal RCA documents in company wide distribution, presenting data to C-level management on a weekly basis.
• Managing the Support team’s knowledge domain: Confluence- “how to” articles, Salesforce Knowledge management, Run books methodology setup and implementation, Webinars
• Utilizing various APM tools to encourage a proactive approach to major incidents, while shortening the resolution SLA
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