Customer Service and Customer Experience

Major Incident Management: Post-Mortems and Root Cause Analysis (RCA) Training Course

Introduction

In today’s fast-paced IT and business environments, the ability to effectively manage major incidents is critical to minimizing downtime, mitigating risks, and ensuring business continuity. Major Incident Management: Post-Mortems and Root Cause Analysis (RCA) Training Course equips IT professionals, incident managers, and service leaders with advanced skills in post-mortem analysis, root cause investigation, and corrective action planning. Leveraging industry best practices and real-world case studies, this course enables participants to transform incident failures into opportunities for continuous improvement, enhanced operational resilience, and service reliability.

The training emphasizes a hands-on, practical approach, ensuring participants master the end-to-end lifecycle of major incident management, from initial detection and prioritization to conducting thorough Root Cause Analysis (RCA) and implementing sustainable corrective measures. By integrating ITIL-aligned frameworks, problem-solving techniques, and risk management strategies, learners will gain actionable insights to strengthen incident response, enhance cross-functional collaboration, and drive measurable improvements in service quality and customer satisfaction.

Programme Curriculum

Major Incident Management: Post-Mortems and Root Cause Analysis (RCA) Training Course

Introduction

Course Duration

5 days

Course Objectives

By the end of this course, participants will be able to:

Identify, classify, and prioritize major incidents using ITIL best practices.
Conduct effective post-mortem reviews to uncover gaps and improvement opportunities.
Perform comprehensive Root Cause Analysis (RCA) for recurring incidents.
Apply incident escalation protocols and communication strategies.
Develop actionable corrective and preventive action plans.
Implement risk mitigation strategies to minimize incident impact.
Utilize incident tracking tools and dashboards for data-driven decisions.
Enhance cross-functional collaboration during critical incident resolution.
Integrate continuous improvement frameworks into incident management processes.
Analyze historical incident trends for predictive incident prevention.
Measure incident response KPIs and SLAs for performance optimization.
Embed resilience and business continuity strategies in IT operations.
Leverage real-world case studies and lessons learned for proactive improvements.

Target Audience

IT Service Managers
Incident Managers and Coordinators
IT Operations Teams
Problem Management Specialists
Service Desk Leads
Risk and Compliance Officers
DevOps and SRE Professionals
Business Continuity and IT Governance Professionals

Course Modules

Module 1: Introduction to Major Incident Management

Definition and scope of major incidents
Incident lifecycle and criticality levels
ITIL alignment and best practices
Key roles and responsibilities
Case Study: Handling a multi-system outage

Module 2: Incident Detection and Prioritization

Early warning indicators and monitoring tools
Severity and impact assessment
Escalation policies and protocols
Communication strategies during incidents
Case Study: High-priority incident triage

Module 3: Post-Mortem Analysis Fundamentals

Purpose and benefits of post-mortems
Steps for conducting effective reviews
Documenting lessons learned
Stakeholder engagement strategies
Case Study: Post-mortem of a service outage

Module 4: Root Cause Analysis (RCA) Techniques

RCA methodologies: 5 Whys, Fishbone, Fault Tree
Data collection and evidence analysis
Identifying contributing and underlying causes
Preventive action planning
Case Study: Root cause of a recurring network failure

Module 5: Corrective and Preventive Actions (CAPA)

Designing actionable CAPA plans
Monitoring and tracking implementation
Integrating CAPA into IT operations
Reporting effectiveness and compliance
Case Study: CAPA implementation post-critical incident

Module 6: Communication and Stakeholder Management

Incident communication frameworks
Internal vs external stakeholder reporting
Crisis communication best practices
Maintaining transparency and trust
Case Study: Communicating a major service disruption

Module 7: Continuous Improvement and Lessons Learned

Using incident data for process improvements
Creating a knowledge base
Feedback loops for IT teams
Measuring success of improvements
Case Study: Continuous improvement in IT service delivery

Module 8: Advanced Strategies and Tools

Predictive analytics and incident trend analysis
Automation in incident resolution
Integrating ITSM tools for RCA
KPIs, dashboards, and reporting metrics
Case Study: Using analytics to prevent recurring incidents

Training Methodology

This course employs a participatory and hands-on approach to ensure practical learning, including:

Interactive lectures and presentations.
Group discussions and brainstorming sessions.
Hands-on exercises using real-world datasets.
Role-playing and scenario-based simulations.
Analysis of case studies to bridge theory and practice.
Peer-to-peer learning and networking.
Expert-led Q&A sessions.
Continuous feedback and personalized guidance.

Register as a group from 3 participants for a Discount

Send us an email: info@fineskilltrainingcenter.org or call +254769199797

Certification

Upon successful completion of this training, participants will be issued with a globally- recognized certificate.

Tailor-Made Course

We also offer tailor-made courses based on your needs.

Key Notes

a. The participant must be conversant with English.

b. Upon completion of training the participant will be issued with an Authorized Training Certificate

c. Course duration is flexible and the contents can be modified to fit any number of days.

d. The course fee includes facilitation training materials, 2 coffee breaks, buffet lunch and A Certificate upon successful completion of Training.

e. One-year post-training support Consultation and Coaching provided after the course.

f. Payment should be done at least a week before commence of the training, to Fineskill Training Center account, as indicated in the invoice so as to enable us prepare better for you.

Skills & Software Covered

Root cause analysis incident documentation cross-team coordination continuous improvement planning

Programme Fee

Duration: 5 Days

Method: Online or Physical

Online Price: $1,000

Physical Price: $1,500

Certification: Accredited Certificate

View Available Dates 📄 Download Course Outline (PDF)

Available Sessions

Location

Month

Year

Sep 21 2026

21 Sep — 25 Sep 2026

💻 Online / Virtual session

Online $1,000