Incident Management

Discover why incident management is foundational to improving the support center's performance. Incident Management is defined as, "restoring normal service as quickly as possible, with minimal disruption to the business". This workshop 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 workshop presents experience-based, practical guidance as well as templates, quick wins, examples, and tricks for successfully implementing best practice methodologies for incident management, service requests, and event management.

What You Will Learn

• Templates and tools to help the restoration process • Appropriate key performance indicators • How to design and implement the 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?

• Incident Managers • Service and Support Leaders • 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 (ITSM) • Unit 2: Identifying IT Services • Unit 3: Incident Management – Overview • Unit 4: Incident Management – In Depth • Unit 5: Measuring Incident Management • Unit 6: Keys to Success • Unit 7: Process Maturity Assessment

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Public Classroom


Member Price: $699 | Price: $799

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.


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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.

Learn More

HDI Corporate Training Program


HDI can certify your in-house instructor to deliver HDI courses to your staff. Purchase student kits, which include official HDI courseware and a certification exam, when training is scheduled.

This program is ideal for companies training more than 50 support staff annually and those that include HDI training and certification in their new-hire programs.

  • Learning is facilitated by someone who knows your business intimately.
  • Your instructor can customize specific areas (e.g., show actual company reports).
  • Your company controls the training schedule.
  • To learn more about this program, contact an account manager or call 1.800.248.5667.

There are no courses scheduled at this time. Please check back later or contact your account manager for immediate assistance.

 

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