Incident Management

Incident Management

This course is delivered 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

Who Should Attend?

Managers, Process Owners, Practitioners and Stakeholders who need to gain a thorough understanding of how to deploy and/or assess and improve the Incident Management, Request Fulfillment, and Event Management processes in their organizations

Course Outline

Unit 1: IT Service Management Overview

Unit 2: 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 3: Event Management

Incident Models
Event Correlation
Event Monitoring
Event Metrics

Unit 4: 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
Incident Management Metrics

Unit 5: Keys to Success

Leading Change
Roles and Responsibilities

Unit 6: Process Maturity Assessment

Identifying Stakeholders
Performing the Assessment
Reporting the Results

Calendar

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.

Request Info

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 1.800.248.5667.

View the Public Classroom 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 1.800.248.5667.

Date	Location	Course	Member Price	Price
10/9 - 10/11/12	HDI, Virtual Classroom	Incident Management	$495	$545	Incident Management Oct 09, 2012 - Oct 11, 2012 11:00 AM - 1:00 PM ET Location: Virtual Classroom Training HDI will send course access information in a separate email HDI, Virtual Classroom Full Course Description Course cancellation policy Price shown above includes a $50 Early Bird discount that will expire on August 28, 2012.
Price shown above includes a $50 Early Bird discount that will expire on August 28, 2012.

HDI offers courses in cities throughout North America. Don’t see a class near you or when you would like to attend? Contact your Account Manager or find an HDI Partner to discuss your needs.

HDI Support Center Analyst

Date: 6/7 - 6/9/11

Location: Los Angeles Airport Marriott Hotel
5855 West Century Blvd.
Los Angeles, CA 90045

Full Course Description