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IT Major Incident Management Best Practice (ITIL® Based)

  • Length 1 day
  • Price  $1100 inc GST
Course overview
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Why study this course

ITIL defines major incidents as incidents of highest impact, resulting in significant disruption to the business. This can mean different things to different organisations, but ultimately it depends on business goals and objectives and is defined by each organisation individually. They demand our urgent and focused attention not only when they occur but in planning activities well ahead of time.

This HDAA training day will help you to determine how to define and detect a major incident, look at the process flow of a major incident, explore ways of taking ownership, and the importance of communication while always working towards a speedy resolution.

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What you’ll learn

  • Understand when an incident is a major incident

  • Major Incident Process Flow

  • Understand what role other ITSM Processes could play in a Major Incident

  • Roles and Responsibilities of other processes and functions

  • Communication


HDI at Lumify Work

HDAA is the Australasian Gold Partner of HDI, the leading events and services organisation empowering the technical support and service management industry and its people.

Founded in 1999, Help Desk Association Australasia (HDAA) is an independent association specialising in the Service and Support Industry. HDAA utilises the collective knowledge, energy, experience and expertise of their team and their members to create a foundation on which to deliver products and services that develop and promote excellence in the Service and Support Profession. HDAA courses are internationally recognised qualifications.

Who is the course for?

  • IT Managers and Exec

  • Service Delivery Managers

  • Service Level Managers

  • Service Desk Managers

  • Incident Managers

  • IT Service Continuity Managers

  • Team Leaders and Analysts

Course subjects

The Basics

  • What is an incident, problem and a change?

  • What’s the difference between incident management and problem management?

  • The importance of keeping problem and incident separate

The Major Incident

  • When is an incident a major incident?

  • Important things to consider in a major incident?

  • How can you prepare for a major incident?

    • Who and what will help?

  • Do roles change in a major incident scenario?

    • Who should be involved and how?

Major Incident Process Flow

  • Inputs

  • Activities

  • People

    • Roles

    • Description of each role

    • Main activities of each role


  • Who to communicate to

  • What to communicate on

  • When

Tips for dealing with major IT incidents

  • What can we learn from others?

  • What resources are available?

What happens after the Incident?

  • What do we do?

  • What should we report on

  • Examples of Reports

Do’s and Don’ts of Major Incident Management

What role could other ITSM Processes play in a Major Incident?

  • Change Management?

  • Problem Management?

  • Service Level Management?

  • CSI?

  • BRM?

  • Others?

Closer look at the Roles and Responsibilities of
other processes and functions

  • RACI

Let’s look at Best Practice ideas to improve things

Case Study




Lumify Work offers certification and training in HDI Service Support and KCS through our partnership with HDAA. This arrangement requires Lumify Work to provide your details to HDAA for course and/or exam registration purposes.

Terms & Conditions

The supply of this course by Lumify Work is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrolment in the course is conditional on acceptance of these terms and conditions.

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