Managing a production incident
This e-learning course "Managing a production incident" will help you to better master this topic in a professional context.
The aim of this course is to help you identify the major impacts of a production incident.
The examples, scenarios and case studies are designed to be easily transposable into different professional contexts and types of organizations.
Prerequisites
No specific prerequisites are required to follow this course.
Target Audience
Managers, HR managers and employees concerned with the topic of "Managing a production incident".
Content
The course is structured into several complementary modules, combining theoretical input, practical exercises and interactive activities to facilitate the appropriation of concepts.
Training path
Understanding critical incidents in crisis managementWhy take this module?A critical production incident is never just a technical problem: it's a real risk to service continuity, the company's reputation, and…Why take this module?
A critical production incident is never just a technical problem: it's a real risk to service continuity, the company's reputation, and the satisfaction of internal and external customers.
In this engaging module, you'll discover why every minute counts... and why your role in crisis management is strategic.
🎯 What you'll discover:
- The real impacts of an IT service outage, in organizational, business, and brand image terms
- The challenges of speed, coordination, and communication in the first hours of a critical incident
- Why incident management is a pillar of digital transformation and not just a technical procedure
🧠 Who is this module for?
Designed for Incident Managers and IT Managers/CIOs, this module offers a strategic overview conducive to rapid and operational skills development.
👨💼 This module can be taken:
- Independently, for anyone wishing to understand the challenges of critical incident management
- Or as part of the complete "IT & Digital Transformation" program, for a 360° view of service management and resilience
Why is this important?
In a hyper-connected world, where IT services are at the heart of business operations, poor management of critical incidents can be very costly. This module helps you become aware of the strategic challenges, enhance your role, and better anticipate your decision-making.
Effective incident management in the workplaceWhat to do when a production incident occurs? How to ensure a quick resolution while maintaining clear communication with stakeholders?This e-learning module provides you…What to do when a production incident occurs? How to ensure a quick resolution while maintaining clear communication with stakeholders?
This e-learning module provides you with a clear and operational understanding of the fundamentals of incident management in modern IT environments.
Designed to address the strategic challenges of IT teams, this module offers a structured view of key concepts drawn from the ITIL framework, while emphasizing the essential reflexes to adopt in crisis situations.
This module can be taken independently or integrated into the overall “IT & Digital Transformation” pathway, aimed at Incident Managers, IT managers, CIOs, or any stakeholder involved in service continuity.
In this module, you will learn to:
- Identify the different types of incidents and their impacts on the business
- Understand the key roles with the RACI model
- Follow the lifecycle of an incident according to ITIL best practices
- Measure the effectiveness of a resolution through key KPIs (MTTR, SLA)
- Manage operational and strategic communication in real-time
Whether you are in a continuous optimization mindset or in a transition phase, this module will allow you to lay a solid foundation for making the right decisions in the face of an incident.
Effective techniques for managing business incidentsAnticipate, manage, communicate: adopt the right reflexes in the face of critical incidents.Whether you are an Incident Manager or an IT Director, this module…Anticipate, manage, communicate: adopt the right reflexes in the face of critical incidents.
Whether you are an Incident Manager or an IT Director, this module is designed to provide you with practical and operational mastery of the essential techniques for managing a production incident.
Through concrete cases, targeted examples, and interactive simulations, discover the best practices to apply from the alert trigger to resolution, while ensuring smooth coordination and controlled communication, even in times of crisis.
- ✔ Structuring initial actions
- ✔ Avoiding common mistakes
- ✔ Synchronizing IT and business stakeholders
- ✔ Clarifying roles in the incident response team
- ✔ Strengthening reflexes under pressure
This module can be taken alone for a quick skill upgrade, or integrated as Module 3 of the complete path "IT & Digital Transformation – Managing a production incident", for a structured approach from A to Z.
Train yourself on the essentials to act with precision when every second counts.
Real-life scenarios and adaptations in project managementPut your skills to the test in critical incident scenariosIn this immersive module, you are plunged into three realistic production incident scenarios. Each situation…Put your skills to the test in critical incident scenarios
In this immersive module, you are plunged into three realistic production incident scenarios. Each situation challenges your operational and strategic thinking, with a clear objective: to make the right decisions in real-time to restore service while effectively managing communication.
Why is this module essential?
Because incident management cannot be theoretical: it is experienced, practiced, and adapted to a variety of cases. This module is designed to:
- Reinforce your knowledge through action, using the concepts previously covered in the IT & Digital Transformation course
- Test your reflexes in the face of unexpected events specific to various contexts (security incident, application crash, network outage, etc.)
- Train you to adapt your decisions according to each person's role, the nature of the incident, and business priorities
- Debrief your choices with a virtual coach, who provides concise and explicit feedback
- Evaluate your progress in a synthetic quiz, to anchor best practices
Can be followed independently or as part of the complete course on "Managing a production incident", integrated into the IT & Digital Transformation theme. An ideal solution for IT department teams and Incident Managers looking to enhance their decision-making impact in critical situations.
Master quiz - Production Incident ManagementModule 6 of the "IT & Digital Transformation" pathway(Can be taken independently or as part of the complete pathway)Dive into an immersive and challenging…Module 6 of the "IT & Digital Transformation" pathway
(Can be taken independently or as part of the complete pathway)
Dive into an immersive and challenging quiz inspired by famous suspense television games. In this high-stakes challenge, you will face 15 progressive questions about production incident management. Your mission: to overcome the 3 major levels to achieve victory… and fully measure your knowledge.
This module is much more than just a quiz:
It is a true interactive experience designed for learning and consolidating the fundamentals of IT crisis management.
Game concept:
You will face 15 questions of increasing difficulty, organized around 3 essential levels:
- Level 1: The essentials – Secure your foundations
- Level 2: Best practices – Challenge your reflexes
- Level 3: Complex contexts – Elevate your mastery
3 cleverly designed jokers to help you progress:
- 50/50: Two wrong answers disappear
- Team joker: A simulation of your IT team provides its opinion
- Fallback joker: You can change the question for another thematically close one
Who is this module for?
✔ Incident Managers
✔ IT Managers / CIOs
✔ Anyone responsible for coordinating critical technical incidents
Why take this module?
- To test and strengthen your professional reflexes
- To train in a controlled stress situation
- To finalize your skill development throughout the pathway
- To learn while playing, in an engaging and memorable activity
This module can be taken individually or as a complement to the overall pathway
"IT & Digital Transformation" of which it constitutes the very last step.