"I have been in the IT world for 30 years. Doing incident recovery for over 21 years. Was not sure what to expect going into the course. In short, it was excellent. I was able to take some of the tips and tricks and literally immediately use them on a major incident. Those listening to the bridge noticed a change in the control and flow of the bridge. My executive management team were very pleased. I look forward to implementing more of the suggestions within my incident team, now known as Incident Commanders!"
- David Tutko, Incident Commander Team Lead
This has been a great training! It definitely is a game changer with how we are handling incident and escalation calls.
This is very enlightening! I consider myself knowledgeable on incident management but this training is extremely helpful. Especially in situations when there are outages and we need to take a lead in managing them. I will take what I learned and apply it to my work.
My key takeaways: - CAN report (Conditions, Actions, Results) - Incident commander does not necessary need to know everything but will give direction and focus to the SMEs who will resolve issue. - Incident commander is not the incident owner. - Accuracy and Specificity: Be accurate and specific always. - Always indicate time with a number and not with vague representations.
Training is entertaining and can be applied to our day-to-day operations.
The training is amazing! It brings a lot of value to Operations Managers in how escalation calls should be managed and the right way to facilitate the bridge call/s to resolve escalated issues. The facilitators bring with them industry and real-world experiences in the training that gives the theories practical applications.
Training was great! Learned quite a bit (and corrected some bad habits). Hopefully will be able to reapply to my current work. Thanks guys! You were great!
I am an Incident Commander :) This session was a great reminder of the behaviors that an Incident Commander should exhibit and how to deal with the different kinds of participants that join our bridges.
Great training - loved the interactive exercises where people get to be incident commanders