Incident Management: Hands-On ITSM Workshop
Build practical incident management skills with live instructor-led training from Ashford Global. Our Incident Management virtual training gives ITSM professionals a structured, hands-on way to understand, manage, and resolve incidents effectively in the workplace.
Learn how incidents are defined and managed, explore incident models, major incidents, incident timelines, CSFs, KPIs, and escalation, and understand how incidents differ from events, service requests, and problems. Training includes expert instruction, practical exercises, real-world incident scenarios, and tools you can apply immediately. Designed for professionals working in or supporting IT service management environments.
Workshop Overview
Incident management is central to restoring normal service as quickly and effectively as possible when disruptions occur. The Incident Management Workshop provides a practical, hands-on approach to understanding how incidents are identified, assessed, prioritized, managed, escalated, and resolved within an ITSM environment.
Rather than focusing only on incident management theory, this workshop emphasizes:
- Understanding incidents, incident management, and the incident management lifecycle
- Applying incident models, timelines, and defined procedures
- Managing incident impact, urgency, and priority
- Understanding major incidents and effective escalation
- Using KPIs and CSFs to evaluate incident management performance
- Understanding the roles and responsibilities involved in incident management
- Recognizing the differences between incidents, events, service requests, and problems
- Applying practical incident management techniques through real-world scenarios and exercises
This workshop provides a practical foundation for managing incidents effectively—not simply learning definitions, but learning how to apply incident management practices to restore service, support users, and improve the overall ITSM environment.
Course Details
- Course Length: 1 Day
- Delivery Format: Live Online Instructor-Led
- Prerequisites: None
What’s Included
- Complete Incident Management Workshop student toolkit
- Practical hands-on exercises, activities, and incident management scenarios
- Practical incident management examples and demonstrations
- Incident models, timelines, and escalation scenarios
- Guidance on incident prioritization, major incidents, KPIs, and CSFs
- Course content, core learning modules, and key takeaways
- Key vocabulary and terminology definitions
- Section reviews and learning activities
- Course agenda and learning roadmap
- Post-class instructor support via email
- Practical resources for continued reference after class
- Six months of access to virtual class recordings
Who Should Attend
The Incident Management Workshop is designed for professionals who work in or support IT environments and want to build practical incident management skills.
This workshop is ideal for:
- Incident Managers
- Service Desk professionals
- IT support professionals
- Problem Managers
- ITSM professionals
- Service Management professionals
- IT operations professionals
- Technical support professionals
- IT team leaders and managers
- Service Desk managers and supervisors
- IT professionals responsible for incident coordination or escalation
- Professionals who participate in major incident management
- Anyone working in an IT environment who wants to strengthen their incident management skills
Course Content
This hands-on workshop provides a comprehensive, practical approach to incident management, covering the concepts, processes, roles, tools, and techniques used to manage incidents effectively in an ITSM environment.
- Incident Management Fundamentals — Understanding incidents, incident management, the purpose of incident management, and how effective incident management supports timely restoration of service.
- Incident Identification and Reporting — Identifying incidents, capturing relevant information, reporting and logging incidents, and establishing the information needed to begin effective incident management.
- Incident Categorization, Prioritization, and Impact — Categorizing incidents, assessing impact and urgency, determining priority, and understanding how prioritization affects incident handling and response.
- Incident Models — Understanding incident models, how they define the expected approach to managing specific types of incidents, and how models support consistent and efficient incident handling.
- Incident Management Workflow — Following incidents through identification, logging, categorization, prioritization, initial diagnosis, investigation, escalation, resolution, recovery, closure, and appropriate follow-up.
- Incident Investigation and Diagnosis — Gathering information, troubleshooting, identifying possible causes, documenting findings, and working toward restoration of service.
- Incident Escalation and Coordination — Understanding functional and hierarchical escalation, when escalation is appropriate, coordinating resolver groups, and maintaining ownership and communication throughout the incident.
- Major Incident Management — Identifying major incidents, coordinating response activities, managing communication and escalation, maintaining focus on rapid restoration, and conducting appropriate follow-up.
- Roles and Responsibilities — Understanding the responsibilities of Incident Managers, Service Desk professionals, resolver groups, technical teams, managers, and other participants involved in incident management.
- Incident Communication — Communicating with users, customers, support teams, management, and other stakeholders; providing status updates; documenting communications; and managing expectations throughout an incident.
- Incident Resolution and Closure — Confirming service restoration, documenting resolution information, communicating resolution, closing incidents appropriately, and capturing information that may support future incident management.
- Incident Management Metrics — Understanding the purpose of KPIs and CSFs in evaluating incident management performance and identifying opportunities for improvement.
- Incident Management Scenarios and Hands-On Practice — Applying incident management concepts through realistic scenarios, exercises, decision-making activities, prioritization exercises, escalation situations, and major incident examples.
- Incident Management and Related Practices — Understanding the distinctions between incidents, events, service requests, and problems and how these may interact within an ITSM environment.
- Incident Trends, Reporting, and Continual Improvement — Reviewing incident information and trends, identifying recurring issues or opportunities for improvement, and using incident data to strengthen incident management practices.
- Putting Incident Management Into Practice — Applying the concepts, techniques, and tools from the workshop to real-world IT environments and developing practical approaches for managing incidents effectively.
Learning Objectives
By the end of the Incident Management Workshop, participants will be able to:
- Define an incident and explain the purpose of incident management
- Understand the role of incident management within an ITSM environment
- Identify and recognize incidents in practical workplace situations
- Understand how incidents are reported, logged, categorized, and prioritized
- Assess incident impact, urgency, and priority
- Apply incident models to different types of incidents
- Follow an incident through the complete incident management workflow
- Perform effective initial diagnosis and investigation
- Understand functional and hierarchical escalation
- Coordinate incident resolution across teams and resolver groups
- Understand the role and responsibilities of Incident Managers
- Understand the roles and responsibilities of Service Desk professionals and other incident participants
- Recognize and manage major incidents
- Apply appropriate major incident communication and escalation practices
- Communicate effectively with users, customers, support teams, management, and other stakeholders during incidents
- Document incident information, actions, communications, and resolution details effectively
- Understand the purpose of KPIs and CSFs in incident management
- Distinguish between incidents, events, service requests, and problems
- Apply incident management concepts to realistic workplace scenarios
- Make appropriate decisions about incident priority, escalation, ownership, and resolution
- Analyze incident information and identify trends or opportunities for improvement
- Understand how incident reporting and data can support continual improvement
- Apply practical incident management techniques to real-world IT environments
- Build confidence in managing incidents from initial identification through resolution and closure
Upcoming Public Courses
Course Format & Indicators
- Live Online – Real-time training with a live instructor
- GTR – Guaranteed to Run
Private Group Training
Need private training for your organization? We can help you find the right training solution.
Prerequisites / Requirements
No prerequisites are required. A basic understanding of ITSM is helpful. Those completely new to ITSM may benefit from taking ITSM 101 first; however, anyone with even limited experience working in an IT environment should be able to participate successfully
Booking, Terms, and Policies
Related Course(s)
Why Train With Ashford Global?
- Training focused on practical, real-world application
- Experienced instructors with extensive professional expertise
- Hands-on exercises
- Practical student toolkit included for continued reference
- Instructor support after class via email
- Private group training available for organizations
- Six months of access to your virtual class recordings
- Instructors must maintain a 4.5/5 or higher rating
- Guaranteed-to-Run (GTR) public classes
Earn an Ashford Global Training Certification
The Incident Management Workshop includes an Ashford Global Certified Incident Management Practitioner Exam designed to demonstrate your ability to understand and apply practical incident management concepts in an ITSM environment.
After completing the workshop, participants will receive information by email to access the certification exam. The exam may be completed within 30 days of completing the workshop, giving you the flexibility to take it when you are ready.
The exam consists of 30 multiple-choice questions and has a 1-hour time limit.
A score of 70% or higher (21 out of 30 questions) earns the Ashford Global Certified Incident Management Practitioner credential.
There is no additional fee for the exam, and participants may retake it as many times as needed during the 30-day exam period until they achieve a passing score. Once you pass, Ashford Global Training will issue your digital certification.
The Ashford Global Certified Incident Management Practitioner credential recognizes proficiency in:
- Incident management concepts and terminology
- Incident identification, logging, categorization, and prioritization
- Incident models and incident timelines
- Major incident management
- Incident escalation and coordination
- Incident management roles and responsibilities
- Incident management metrics, including KPIs and CSFs
- Distinguishing incidents from events, service requests, and problems
- Applying incident management practices in an ITSM environment
- Effective incident resolution and restoration of service
This is an Ashford Global Training professional certification. It is not a vendor certification or third-party accreditation.
Incident Management: Hands-On ITSM Workshop FAQs
01. What is the Incident Management Workshop?
The Incident Management Workshop is a hands-on ITSM training workshop designed to help participants understand and apply practical incident management concepts, processes, roles, and techniques in real-world IT environments.
02. Who should take the Incident Management Workshop?
The workshop is designed for Incident Managers, Service Desk professionals, IT support professionals, Problem Managers, ITSM professionals, Service Management professionals, IT operations professionals, technical support professionals, IT team leaders and managers, and anyone working in an IT environment who wants to strengthen their incident management skills.
03. Do I need an ITSM background to take the workshop?
No formal ITSM experience is required. A basic understanding of ITSM is helpful. Those completely new to ITSM may benefit from taking ITSM 101 first; however, anyone with even limited experience working in an IT environment should be able to participate successfully.
04. What will I learn in the Incident Management Workshop?
You will learn how incidents are identified, reported, logged, categorized, prioritized, investigated, escalated, resolved, and closed. The workshop also covers incident models, major incidents, roles and responsibilities, incident communication, KPIs and CSFs, incident trends, reporting, and continual improvement.
05. Will the workshop cover Incident Models?
Yes. Incident Models are a core part of the workshop, including how they support consistent and efficient incident handling.
06. Will Major Incident Management be covered?
Yes. The workshop covers identifying and managing major incidents, coordinating response activities, escalation, communication, rapid restoration, and appropriate follow-up.
07. Will the workshop cover Incident Management roles?
Yes. Participants will explore the responsibilities of Incident Managers, Service Desk professionals, resolver groups, technical teams, managers, and other participants involved in incident management.
08. Will we cover incident prioritization and escalation?
Yes. The workshop covers assessing impact and urgency, determining priority, functional and hierarchical escalation, coordination, and maintaining ownership throughout an incident.
09. Is the Incident Management Workshop hands-on?
Yes. Participants work through realistic incident scenarios, exercises, decision-making activities, prioritization exercises, escalation situations, and major incident examples.
10. Will we cover incident communication?
Yes. The workshop covers communication with users, customers, support teams, management, and other stakeholders, including status updates, documentation, and managing expectations.
11. Will we cover KPIs and CSFs?
Yes. Participants will learn the purpose of KPIs and CSFs in evaluating incident management performance and identifying opportunities for improvement.
12. Will we discuss the difference between incidents, events, service requests, and problems?
Yes. The workshop explains these distinctions and how they may interact within an ITSM environment.
13. Will we cover incident reporting and continual improvement?
Yes. Participants will learn how incident information and trends can be reviewed to identify recurring issues and opportunities to improve incident management practices.
14. What do I receive with the Incident Management Workshop?
Training includes live instructor-led instruction, hands-on exercises and activities, realistic incident management scenarios, a complete Incident Management Workshop student toolkit, practical examples and demonstrations, incident models and escalation scenarios, course resources, post-class instructor support via email, practical reference materials, and six months of access to virtual class recordings.
15. What will I be able to do after completing the workshop?
You will be able to apply practical incident management techniques, make informed decisions about priority and escalation, coordinate incident resolution, communicate effectively during incidents, and manage incidents through resolution and closure.
16. Is the Incident Management Workshop available online?
Yes. The workshop is delivered as live online, instructor-led training, allowing participants to participate from anywhere with an internet connection.
17. Is this workshop appropriate for beginners?
The workshop does not require formal ITSM experience. A basic understanding of ITSM is helpful, and anyone with even limited experience working in an IT environment should be able to participate successfully.
18. What is an incident model?
An incident model provides a defined approach for managing a particular type of incident. It helps teams handle similar incidents consistently and efficiently.
19. What incident management skills will I develop?
You will develop practical skills in incident identification, logging, categorization, prioritization, investigation, diagnosis, escalation, coordination, communication, resolution, closure, major incident management, and incident reporting.
20. How can effective incident management help an IT organization?
Effective incident management helps organizations respond to disruptions in a structured and coordinated way, restore service, support users and customers, manage communication, and identify opportunities to improve incident management practices.