Assess and manage third-party and cloud dependencies in incident management and escalation.
Designing Strategies for Managing and Escalating Technical Incidents
Move incident management and escalation from general awareness to a repeatable, reviewable practice.
📍 Abu Dhabi🗓️ 5 training days📚 4 modules🎓 Accredited certificate
5intensive training days
4scientific modules
8training sessions
32detailed points
Course Overview
Availability targets for incident management and escalation are commercial commitments, whatever the engineering team calls them. Most outages involving management and escalation are triggered by a change somebody considered routine. Participants who influence this part of technology and systems delivery without directly controlling it will find the content directly usable. Content is organised around the decisions practitioners actually face in incident management and escalation, not around theory headings. Participants apply the wider technology and systems delivery agenda to their own technical platform throughout, so the output is directly usable. Participants finish able to explain management and escalation to a non-specialist audience without losing precision. Applied research in technology and systems delivery consistently shows that early structure around incident management and escalation reduces downstream rework. Ambition around management and escalation outruns capacity unless the sequencing is deliberate. The final module sets out how progress on the practice within technology and systems delivery will be evidenced six months later.
Expected Learning Outcomes
Control technical debt in management and escalation deliberately rather than by neglect.
Set a realistic target state for incident management and escalation and a defensible route to it.
Prepare a short, evidence-based briefing on management and escalation for senior management.
Test incident management and escalation under realistic load before it meets real load.
Document management and escalation to the level a new engineer could operate it.
Sequence improvements to incident management and escalation so that each step makes the next one easier.
Who Should Attend
Project managers delivering changes to incident management and escalation.
Database administrators managing data within management and escalation.
Solution architects designing incident management and escalation.
IT governance and audit staff reviewing management and escalation.
Public sector officials applying incident management and escalation within a regulated framework.
Experienced practitioners formalising an approach to management and escalation that has grown up informally.
Course Modules
Incident management and escalation: incident response and severity
2 sessions · 8 pointsSession 1Escalation and decision rights in incident management and escalation
- Run a load test on incident management and escalation at expected peak plus a margin.
- Confirm data retention and deletion rules applied within management and escalation.
- Review access rights on incident management and escalation and remove what is no longer needed.
- Identify single points of dependency in management and escalation and reduce them.
Session 2The change to management and escalation that caused the last outage
- Write down the assumptions underpinning the approach to incident management and escalation.
- Configure alerting on management and escalation that reflects what users experience.
- Rehearse the briefing on incident management and escalation that would follow an incident.
- Compare the cost of management and escalation with the cost of its absence.
Management and escalation: security, identity and least privilege
2 sessions · 8 pointsSession 1Running an incident on management and escalation calmly
- Set out the decisions in incident management and escalation that require sign-off and by whom.
- Assign responsibility for keeping documentation of management and escalation current.
- Test the procedure for incident management and escalation against a realistic scenario.
- Identify the single points of failure in management and escalation.
Session 2Monitoring management and escalation from the user's point of view
- Agree what will be standardised in incident management and escalation and what will not.
- Test the failover for management and escalation rather than assuming it works.
- Build the competence framework that supports incident management and escalation.
- Confirm every release of management and escalation can be rolled back within a defined time.
Management and escalation: build, pipeline and release discipline
2 sessions · 8 pointsSession 1Reading the current state of management and escalation honestly
- State the availability and recovery objectives for incident management and escalation as numbers.
- Apply change control to management and escalation including emergency changes.
- Inventory third-party dependencies inside incident management and escalation and their update status.
- Remove steps in management and escalation that add effort without adding assurance.
Session 2Designing incident management and escalation around how it will fail
- Record the technical debt in incident management and escalation and schedule repayment.
- Decide what will be stopped to create capacity for management and escalation.
- Prepare the summary of incident management and escalation that senior management will read.
- Set delivery and reliability indicators for management and escalation the team trusts.
Management and escalation: documentation, support and handover
2 sessions · 8 pointsSession 1What to measure in management and escalation and what to ignore
- Document the runbook for incident management and escalation to the level a new engineer could use.
- Measure current load on management and escalation and project it forward twelve months.
- Draft the minimum viable technical standard for incident management and escalation.
- Review logging on management and escalation for coverage and retention.
Session 2Retiring the legacy part of management and escalation
- Define incident severity levels for incident management and escalation and the response each triggers.
- Name a single owner for each element of management and escalation.
- Plan the sequence in which improvements to incident management and escalation will be introduced.
- Estimate the resource management and escalation requires to run as designed.
Choose the package that suits you
Silver Package
At least 3 people
USD1,250
- Workshop or Program Participation
- Airport Transfers
- Customized Badge
- Expert Mentorship (Private Sessions)
- Supervision & Secretarial Services
- Accredited Certificate of Participation
- Complete Training Kit
- Coffee Break
- Closing Ceremony
Gold Package
At least 3 people
USD1,850
- 5-night stay in a 5-star hotel
- Workshop or Program Participation
- Airport Transfers
- Customized Badge
- Expert Mentorship (Private Sessions)
- Supervision & Secretarial Services
- Accredited Certificate of Participation
- Complete Training Kit
- Coffee Break
- Closing Ceremony
Complete your registration
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