Incident Management

This course content developed
in partnership with Propoint Solutions.

Discover why incident management is foundational to improving the support center’s performance. ITIL defines incident management as, “restoring normal service as quickly as possible, with minimal disruption to the business.”

This course helps establish what should be considered “normal service” within a company as well as determine business impact and prioritize incidents to “minimize disruption to the business.”

This course presents experience-based, practical guidance as well as templates, quick wins, examples, and tricks for successfully implementing ITIL best practice methodologies for incident management, service requests, and problem management.

Course Overview

Delivery Methods

Course Calendar

What You Will Learn

Templates and tools to help the restoration process
Appropriate key performance indicators
How to design and implement the ITIL incident management and service request processes
Development and management work-arounds to “fix it fast”
How to conduct a process maturity assessment for incident management

Course Outline

Unit 1: IT Service Management Overview

Unit 2: A Brief Overview of ITIL v2 and v3

Key Differences Between v2 and v3 (Process vs. Service Lifecycle Approach)
How to Decide if v2 or v3 is Right for You

Unit 3: Identifying IT Services

What is a Service?
Who Are Your Customers?
Why Is it Crucial to Understand What Our Services Are and Who Our Customers Are?

Unit 4: Event Management

Incident Models
Event Correlation
Event Monitoring
Event Metrics

Unit 5: Incident Management In-Depth

Value to the Business
Incident Logging
Incident Categorization
Service Requests
Request Fulfillment and Service Requests
Prioritization
Major Incidents
Matching and Knowledge Management
Escalation
Incident Closure

Unit 6: Measuring Incident Management

Unit 7: Keys to Success

Key Factors for Success
Key Roles and Responsibilities

Unit 8: Assessing the Maturity of Your Organization’s Incident Management Process

The Role of Assessment in the ITIL Continual Improvement Plan
Continuous Improvement

Virtual Classroom

Member Price $545 | Price $595

These scheduled courses provide students with live, instructor-led training delivered by HDI faculty. Using web conferencing software and an audio bridge, students interact with the instructor without ever leaving their desk.

Minimize the impact on your daily schedule by only training two hours a day for three days.
Learn only what you need to with targeted, topic-specific courses.
Ask questions and interact with the instructor.

Public Classroom

Member Price $595 | Price $645

Facilitated by a faculty member, this one-day, public course allows students to actively participate in exercises and discussions as well as network with peers from other companies.

Maintain adequate coverage in your support center by staggering training dates.
Focus on learning by being out of the office.
Structured discussions facilitate networking and learning from real-world experiences.
To learn more about public classroom training, contact an account manager or call 800.248.5667.

Read the FAQs.

Onsite

HDI can train your team at your facility, eliminating individual travel costs and putting more control in your hands.

Control class size and pick training dates that accommodate your business schedule.
Focus on your organization’s key issues and pain points.
Save money. With groups of eight or more, this option is often more cost effective.
To learn more about this program, contact an account manager or call 800.248.5667.

Virtual Classroom Schedule

Date	Location	Course	Register
10/19 - 10/21 2010	HDI, Virtual Classroom	Incident Management (Virtual)	Register

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Don’t see a course time that suits your schedule? Contact your account manager or HDI Partner to discuss your needs.