ITSM: Major Incident Manager & IT Process Manager

Become an Enterprise Major Incident Manager & IT Process Leader

The ITSM: Major Incident Manager & IT Process Manager program is meticulously engineered to prepare you for high-impact IT operational command roles. You will learn to govern IT services, command critical bridge calls during severe outages, drive Continual Service Improvement (CSI), and enforce ITIL 4 best practices across global enterprises.

Why Choose This Program?

• 100% Job-Assistance: Direct interview referrals with Tier-1 IT companies and global service operations centers.
• MIM Command Simulations: Live simulated P1/P2 major incident bridges in enterprise ServiceNow.
• Process Governance: End-to-end Change Advisory Board (CAB), Problem Management, and Risk Evaluation.
• Executive Stakeholder Communication: Master outage broadcasts, RCA generation, and SLA compliance reporting.

Module 1: Foundations of ITSM & ITIL 4 Framework

• The 4 Dimensions of Service Management
• Service Value Chain & Guiding Principles
• ITIL 4 Practices: Incident, Problem, Change Enablement, Service Desk, Continual Improvement

Module 2: Major Incident Management (MIM) & Outage Command

• P1/P2 Incident declaration criteria and Incident Commander command protocols
• Managing technical bridge calls with cross-functional infrastructure & app teams
• Business continuity, failover execution, and stakeholder broadcast communications

Module 3: Hands-on Operations with ServiceNow

• Working on live Enterprise Incidents, Problem investigations, and Known Error Database (KEDB)
• Managing SLAs, OLAs, and UC (Underpinning Contracts)
• Conducting Root Cause Analysis (RCA), 5-Whys, and Ishikawa Fishbone diagrams

Module 4: IT Process Governance & Reporting

• IT Ops KPI Dashboards, MTTR, MTBF, First Call Resolution metrics
• Change Advisory Board (CAB) meeting walkthrough and Change approval workflows
• Interview Preparation, Mock Technical Rounds, and Placement Drives