Reduce downtime
Prevent financial loss and reputational damage

Globally recognised
From the creators of the Best Practice IT Major Incident Management

New tools & knowledge
Improve collaboration, leadership and continual improvement

Digital Certification in Best Practice IT Major Incident Management™

Now, thanks to our latest innovation, the Major Incident E-Learning Platform – MIM Cloud Academy TM – you can become digitally certified in Best Practice IT Major Incident Management®.

The MIM Cloud Academy’s™ video-based online learning platform makes it easy for busy professionals to train, learn and develop important skills, at your own pace, wherever you are in the world.

Enjoy 40+ bite-sized videos and exercises covering leadership theory, emotional intelligence, communication skills, Major Incident process and procedures, as well as the MIM® continual service improvement methodology.





The Digital training and certification is based on the framework of the renowned Best Practice IT Major Incident Management® training.

The Digital Certification programme provides more than just process and policies. It includes clear guidance on the competencies, knowledge and behaviours that are necessary for practical learning transfer and for individuals to successfully achieve certification.

MIM® covers in depth leadership skills that are a critical component of effective major incident management.

The Digital Certificate in Best Practice IT Major Incident Management® is by no means essential for a career in Major Incident Management, but many employers are now looking for candidates with qualifications as proof of their experience and commitment to the profession. The certification demonstrates to current and future employers that you have both undertook and understood the training and can apply these skills and behaviours to the highest standards in order to thrive in your role and MIM career.

Leadership Modules.

The best Major Incident Managers are true leaders.

To ensure that we create the best Major Incident Managers in the world, our digital training and certification also supports the development of professional leadership skills.

You will learn and utilise the latest tools and techniques in psychometric profiling within a professional environment, communication, delegation, conflict management, effective decision making, dealing with ambiguity, and stakeholder management.

We create the best Major Incident Managers in the world.

Trusted by leading companies.

01 Process

02 People

03 Tools

04 Continual Improvement

Course Modules.

01: Process

  • An Introduction to Best Practice IT Major Incident Management
  • Principles of Major Incident Management
  • Core Concepts
  • Stakeholders
  • Communication
  • Types of Major Incident Management Models
  • Roles and Responsibilities
  • Three Phases of a Major Incident
  • Initial 15 Minutes Detail
  • Post 15 Minutes Detail
  • Resolution Detail
  • Metrics for Major Incident Management


02: People

Psychometric Profiling

  • An Introduction to Psychometric Profiles and How To Use Them in Major Incident Management
  • Your Work Style
  • Your Communication Style
  • Your Team Style
  • Your Leadership Style
  • Your Conflict Style
  • How Stress Impacts You
  • Your Approach to Change


  • Management vs. Leadership
  • Direct vs. Indirect Leadership
  • Situational Leadership
  • Team and Individual Motivation
  • Designing and Delivering Presentations
  • Delegating
  • Coaching
  • Fostering a Collaboration Culture
  • Organisational Change

Emotional intelligence

  • Management of Self
  • Empathy
  • Relationship Management
  • Adapting Styles to Situations

Persuading and influencing

  • Responding Rather Than Reacting
  • Assertiveness
  • Questioning Skills
  • Listening Skills
  • Five Methods of Conflict Management
  • Stakeholder Management
  • Personal vs. Positional Power
  • Bias

Problem Solving

  • Visioning
  • Empowering Others
  • Critical Thinking
  • Analysis


03: Tools

  • Major Incident Management Tools


04: Continual Improvement

MIM Stakeholder experience methodology™

  • Purpose
  • The Process
  • Stakeholder Empathy Mapping
  • Current Process Mapping
  • Future State Mapping
  • Gap Analysis
  • Opportunity Identification
  • Future Major Incident Service Core Values Planning
  • Implementation and Activation
  • Examples
  • Templates and Tools


Multiple choice exam

Following the completion of the course you will take a multiple choice exam.


Please note: you will have 12 months access to complete your course.


Your Trainers.

Diana Burhala

MIM Facilitator

Alison Cassidy

MIM Facilitator

Donna Latin

MIM Facilitator

Adam Norman

MIM Facilitator / CEO, founder

Digital Certification in Best Practice IT Major Incident Management.

Digital Training & Certification in Best Practice IT Major Incident Management on the MIM Cloud Academy.

We limit enrolment to 100 places at a time, to ensure the highest levels of personal service during your learning experience.

Paying for your course yourself? You can spread the cost of your training over time, interest- free, to suit your individual needs. Contact one of the team to learn more.

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Got questions? Need help? Contact one of the team, we're here to help.

+44 (0) 121 629 0840


Did you know: Employers can now verify the validity of MIM® Certification through the MIM® Global Certification Register™.



David Haggis
Head of Resolution Management at Fujitsu (Global)

The training delivery was quite the best I have ever experienced. The training ensured the project to roll out a command centre globally is on track and the teams now provide a better all-round service. I recommend the training as it gives a fresh approach – looks at the subject from all angles (individual behaviour, leading teams, acceptance of change and service improvement). MIM® as a company are very adaptable, outstanding delivery of the course material keeps the attendee engaged during a three day intensive course is some achievement. They are Flexible to the needs of the customer – Agile in approach – A real training partner.


Alex Cosma

Head of IT Service Management at Square Enix

The training exceeded our expectations.


Dr Pamela Stoodley

Major Incident Manager at Spark (New Zealand)

"Thank you so much, I really loved the material and enjoyed this experience. The workshop on Continual Improvement was brilliant."


Jerome Knoepffler

Major Incident Manager at Lombard Odier (Luxembourg)

"As a MIM it can be really difficult to have the time to take a course, the eLearning was perfect to fit it in when I could. The course was really interesting, particularly the psychology and leadership sections. The content was extremely engaging and useful to my development. Excellent."


Kamlesh Miyan

Manager, Service Desk & Major Incident at Tech Mahindra (Sweden)

"The MIM® Team has done a remarkable job with the MIM Cloud Academy"


Amelia Meneses
Service Manager at Fujitsu (Portugal)
"The psychometric profiling section made me understand why we have certain reactions by teams, stakeholder and customers, and helped us to change the way we engage, communicate and ultimately improve relationships. I also loved the approach of the continual improvement section, the MIM® Stakeholder Experience™ methodology and it's design thinking approach was so useful, and we can see how to get enhanced control of all of the people, process and tools.”


Shivakumar Munuswamy

Global Lead - Major Incidents at Capgemini

it is certainly a course that I highly recommend for learning or improving your knowledge/skills for Major Incident Management
Judith Felton
Head of Customer Services, Cityfibre
The team at MIM have been instrumental in helping CityFibre transform and future-proof its Major Incident process. Working closely and collaboratively with us since day one of the project, they have willingly adapted their established training methods to meet our specific requirements. When Covid-19 hit the UK, MIM stepped up once again to support us with the unprecedented challenges we faced as we strived to keep thousands of homes, businesses and critical sites connected to the Internet right across the country. The combination of CityFibre’s deep industry experience and MIM's major incident expertise and best-practice knowledge, means we are now robustly positioned as we rapidly-scale our rollout of world-class digital infrastructure platforms across the UK.