Incident Management (Global)

The difference between a well-managed or poorly executed incident process can have a significant impact on outcomes. This course is aimed at risk practitioners wanting to gain an understanding of what a risk incident is and what the different types of incident are, thereby gaining awareness of the processes required to manage an incident well. It provides guidance on how to develop an incident management process that can be managed from initial identification through to closure. It includes how to integrate your incident management processes into other enterprise risk management to enable integrated risk reporting and assurance. You will gain the ability to analyse an incident using bow tie analysis to address weaknesses and identify improvements to avoid it happening again.  

Course description

In this course, you’ll learn:   1. Objectives of incident management

• Why do we do incident management
• Drivers of incidents
• Overview of regulatory incident management requirements

  2. Defining incidents

• Definition of incidents
• Near misses
• Scoping the incident management function
• Thresholds and systemic incidents

  3. Key steps in managing incidents

• Exploring the key steps required to manage an incident
• Comparison to the ITIL Incident Management Process
• Case studies

  4. Defining the incident management process

• Centralised vs decentralised processes
• Steps to develop your incident management process

  5. Standards for incident management

• Exploring international standards on incident management

  6. Root cause analysis

• Using risk bow ties to analyse incidents
• Treatment methods
• Issues management

  7. Incident management as part of enterprise risk management

• How incident management integrates with ISO 31000
• Incident management as part of an ERM Framework
• Integrating incident management with other risk processes

  8. Incident reporting

• Objective of incident of reporting
• Types of reports
• What to report

  9. When to carry out incident management

• Speed of initial response
• Root cause analysis

  10. Roles and responsibilities

• The Three Lines Model and incident management
• Creating the right culture
• Overcoming potential problems in incident management

 

Course expectations

• Watch 12 videos
• Answer 10 quiz questions
• Complete 5 downloadable materials

 

Timings

• 3 hours of video content
• Approximately 4 hours for the whole course