Incident Management Workshop

Our Good Practice Workshops are designed to help IT leaders to accelerate the adoption of internationally-accepted-best practice within their departments. These workshops incorporate a systems-thinking approach to support sustainable and continual improvement.

The focus of Incident Management is to rapidly restore service to customers after an outage. This discipline consists of a number of principles and proven practices which inspire a wealth of opportunities to improve the quality and reliability of services. It is also closely related to Problem Management, which focuses on identifying and solving the underlying contributing causes of incidents.


An informal or underperforming Incident Management process will typically exhibit the following symptoms:

  • Long turnaround times to resolving customer issues
  • Poor customer satisfaction
  • Low-priority tickets not being attended to
  • Support tickets bouncing between support groups
  • Lack of awareness of business impact


This workshop is designed to help you adopt and adapt service management best practices within your team. You are likely to see the following benefits:

  • Significant reduction in major service outages
  • Significant reduction in the number and frequency of outages which affect business operations.
  • Reduction in the number and intensity of customer complaints

Workshop Structure

Module 1. Incident Management Theory
In this module, we will explore the spectrum of principles and practice from ITIL, COBIT, DevOps and ISO20000. This has the effect of levelling-up all stakeholders knowledge in both terminology and thinking patterns. Typical topics include:
– the Incident Log
– the workflow for handling incidents
– the Problem Log
– the workflow for handling problems
– the Known Error Database
– Permanent fixes vs workarounds
– Diagnosis and Troubleshooting
– High-performance Support Models
4 hours
Module 2. Measure the current state
In this module, we will:
– identify and document your pain points
– do a high-level process maturity assessment (50-60 points checklist)
– evaluate your current process documentation
– evaluate your current policy documentation
– examine your metrics and KPI’s
2 hours
Module 3. Define the future state
– Stakeholder Analysis
– Define enabler goals
– Define Roles & Responsibilities
– Retention of knowledge
– Create a standardised process for Incidents
– Create a prioritised process for Major Incidents
– Define Incident Categories
– Define Incident Models
– Define key metrics
– Determine prioritisation matrix for Incidents
– Communication Plan
– Reporting Plan
8 hours
Module 4. Service Improvement Plan
– Identify additional opportunities for improvement
– Prioritise and allocate improvements to individuals
– Insert all assigned tasks to Service Improvement Plan
2 hours
Incident Management Workshop16 hours

The Bigger Picture

Incident Management is one of a collection of practices which are required to effectively provide technical support to customers in a complex environment. Other practices which will briefly be explored in this workshop include:

  • The Service Desk
  • Problem Management
  • Change Enablement (also known as Change Control)
  • Service Request Management
  • Service Level Management
  • Risk Management
  • Continual Improvement


This Incident Management Workshop will ensure that key stakeholders are involved in the design, implementation and rollout of Incident Management as a practice.