This workshop evaluates a case study implementation of the ITIL incident management process. Starting with a functional flow, attendees will learn basic process mapping techniques. Then using the incident management case study, attendees will learn how to map processes using swim-lane or cross-functional diagrams in detail with exercises to identify weaknesses and inefficiencies and how to avoid them.
What you will learn
- Basics of flow diagrams
- Mapping techniques
- Levels of support and the functional flow of support
- How to map out incident management using cross-functional flow diagrams
- Enhancing diagrams
For more information about this course, please contact an account manager. Please also feel free to contact our Customer Care Center via 1.800.248.5667 or firstname.lastname@example.org.