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Free course template · Global

Major incident management for service desks: From first call to resolution

A ready-made course, live deck and three surveys for service desk analysts. AhaSlides tracks progress, completion and scores for you. 40 minutes, 5 lessons, 10-question final check. Last reviewed 13 November 2026; not legal advice.

By AhaSlides

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Major incident management for service desks: From first call to resolution: try 3 questions

Three questions from this course. Pick an answer, then see why.

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Three pieces that work together

Learners prepare on their own, you answer questions live, and the surveys tell you what stuck. 2 fields to fill in with your own policy, contacts and locations; each one is highlighted inside the course.

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Completion is tracked for you

Learners sign in to take the course, so every start, finish and score is recorded in AhaSlides. No spreadsheet to keep.

  • Who has finished

    See who has not started, who is in progress and who has completed the course.

  • Every score

    Each learner's result on the 10-question final check, against the 80% pass mark.

  • What landed

    Survey results show what people took away and what to change next time.

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5 lessons, about 40 minutes

What learners can do at the end of each lesson. Minutes are an estimate.

  • Lesson 1: What makes it major · 10 min

    Before you begin · Incident, major incident, problem · Our major incident criteria · Major or not? Sample tickets

  • Lesson 2: Running the response · 10 min

    The roles · The bridge · Practise · Check your understanding

  • Lesson 3: Keeping clients informed · 8 min

    The client update · Clear update or confusing update? · Practise

  • Lesson 4: Closing and learning · 7 min

    Restore, confirm, close · Handover to problem management · When notification duties may apply

  • Lesson 5: Final assessment · 5 min

    Final assessment · Course complete

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Often taught together

Courses teams often run alongside this one.

Also listed in

  • IT Training
  • Global
  • AhaSlides
  • Technology & telecoms
  • IT services & MSPs
  • Customer service & support
  • IT teams
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Common questions

Yes. The course, the live deck and all three surveys are free. Claiming the template into your AhaSlides account is free too.

Yes. The course is self-paced and online, and the live deck lets you add a live session in the room or online.

At onboarding or as continuing professional development, with a yearly refresher (best practice).

Service desk analysts, engineers and duty managers who may run or join a major incident; run by the service delivery or service desk manager.

Record completion in your own LMS or record system, so you can show who finished the course and when.

Yes, everything. Change the wording, swap scenarios for ones from your workplace, add your logo, or remove parts that don't apply.

Your own details, each highlighted inside the course:
  • Link to your live session deck
  • Link your major incident checklist
Then edit anything else you like: wording, scenarios, your logo.
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Ready to run it?

Free. Copy the course, live deck and all three surveys into your AhaSlides account in one click.

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