1. Introduction
2. Lesson 1 The basics of incident management
3. Lesson 2 The role of the incident manager in the organization
4. Lesson 3 Incident management. The process of incident management
5. Lesson 4 Problem analysis
6. Lesson 5 Using problem analysis tools
7. Lesson 6 Managing change and fixing problems
8. Lesson 7 Preventive measures and risk planning
9. Lesson 8 Managing a team in the face of incidents and problems
10. Lesson 9 Monitoring and improving the incident management process
11. Lesson 10 Communication and documentation in incident management
12. Lesson 11 Technologies and tools for incident management.
13. Lesson 12 Leadership and change management
14. Lesson 13 Ethics and effectiveness in incident management
15. Lesson 14 Conflict resolution in management
