E-learning training – Managing a production incident
Master the response to critical incidents in a digital environment
In a context where the interruption of a digital service can have a significant impact on performance, image, and customer confidence, knowing how to effectively manage production incidents has become a strategic imperative for any IT player.
This 1.5-hour e-learning course, designed for Incident Managers, Production Managers, or IT Departments, allows you to acquire the keys to:
- Quickly identify the nature and severity of an incident
- Structure a coordinated, rapid, and multi-stakeholder response
- Secure communication in a crisis situation
- Optimize your practices to maintain service continuity
A course structured into 6 modules Additional information:
Module 1 – Why manage incidents!
Explore the major impacts of an incident on digital continuity, customer satisfaction, and the company’s reputation. Understand why incident management cannot be improvised.
Module 2 – The Fundamentals
Discover ITIL models, incident typologies, key roles (Incident Manager, technicians, after-sales service, communication), and strategic resolution processes.
Module 3 – Best Practices
Learn how to apply the typical steps in the incident management chain: precise qualification, relevant escalation, task prioritization, traceability tools, internal/external communication.
Module 4 – Various Contexts
How to adapt according to the type of service impacted (e-commerce, SaaS, mobile app)? What approach depending on the time, stakeholders, or criticality?
Module 5 – Simulator
An immersive exercise in a digital crisis unit following a major service outage. The learner coordinates actions and communications in simulated time.
Module 6 – Mega Quiz
An interactive quiz reinforcing the knowledge acquired throughout the course with contextualized feedback.
By following this training, your teams will know how to:
- Activate the right reflexes when faced with unforeseen technical issues
- Protect the integrity of your image and your services
- Reduce the mean time to resolution (MTTR)
- Collaborate better in a multi-stakeholder framework
- Ask the right questions to act effectively
Duration: 1h30
Type: 100% self-paced e-learning
Target audience: Incident Manager, IT Director, Digital Production Manager, IT Support Teams
