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INTRODUCTION

This half-day course is geared towards a broad audience of IT professionals who are responsible for system availability and customer satisfaction. It will prepare your teams for effective crisis response, helping you to kickstart a response that is both efficient and effective.

WHAT’S COVERED?

  • The approaches used by companies large and small, using a scalable model that works for disruptions from total outages to minor inconveniences
  • Team exercises to illustrate how the incident management process can be defined, irrespective of the specifics of any issue encountered and applying the techniques to an arbitrary problem
  • The course serves as a useful alignment exercise for teams that are already providing production support

YOUR FIVE KEY TAKEOUTS

  • The background, history and principles of emergency management
  • The key roles needed to run a scaled response
  • How incident response builds upon monitoring and alerting
  • How Service Level Objectives (SLOs) support prioritisation
  • Incident triage and structured root cause analysis processes

DOES IT HELP MY FUTURE?

No IT system is perfect, but the way in which an organisation responds to production incidents is often the difference between creating further confidence in your product or eroding the trust of your users. By establishing a consistent incident management process, aimed at improving remediation time and establishing a clear communications channel, we can more proactively manage problems as they arise.

Course was very well run, interactive and I learnt lots.
Course attendee
Feb '21

IS IT CERTIFIED?

The course is not certified but will help you implement a structured approach to prioritisation and problem-solving that can minimise the impact to users and ensure the right problems are addressed first in the midst of a crisis.

ANYTHING I NEED TO DO?

  • No. We will conduct a training needs analysis prior to the course to help us customise the course content to best help organisations address the challenges they are currently facing
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