Mapping Support Processes

This course is delivered in partnership with Mind the IT Gap.

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.

Course Overview
Delivery Methods
Course Calendar

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

Who Should Attend?

Team leads, supervisors, managers, directors, and process owners who are responsible for incident management

Course Outline

Unit 1: Process Approach

Unit 2: Are You Ready?

Unit 3: Plan of Action

Unit 4: Choose Your Process

Unit 5: Choose Your Method

Unit 6: The Basics

Unit 7: Mapping the Functional Flow

Unit 8: Mapping the As-Is Process

Unit 9: Process Enhancements

Unit 10: Mapping the Enhanced Process

Unit 11: Process Improvement Plan

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.

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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
6/4 - 6/18/12	HDI, Virtual Classroom	Mapping Support Processes	$545	$595	Mapping Support Processes Jun 04, 2012 - Jun 18, 2012 3:00 PM - 5:00 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
12/3 - 12/17/12	HDI, Virtual Classroom	Mapping Support Processes	$495	$545	Mapping Support Processes Dec 03, 2012 - Dec 17, 2012 3:00 PM - 5:00 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 October 22, 2012.
Price shown above includes a $50 Early Bird discount that will expire on October 22, 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