The Principles of Incident Management expands the best practices elements of the Incident Management Practice. Additionally, this course provides a more detailed look at the Incident Management Process steps.

Discover why incident management is the cornerstone to managing and resolving issues reported by users and customer and 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 2-day class helps reinforce the importance of the Incident Management process in managing incidents from detection to resolution to restore services as quickly as possible for the affected user community. We present experience-based, practical guidance, and examples for successfully implementing best practice methodologies for incident management.

What You Will Learn

  • Incident management concepts review
  • Incident management process roles and responsibilities and process governance policy
  • Incident management process steps
  • Measurement and continual improvement within incident management

Who Should Attend?

  • Incident Managers
  • Service and Support Leaders
  • Process Owners
  • Practitioners and Stakeholders who want to gain a better understanding of the Incident Management Practice and process

Course Outline

Module 1: Incident Management Concepts

  • Understand the incident management process and practice purpose
  • Understand the value in operating an incident management process
  • Examine the activities within the scope of incident management
  • Review incident management definitions

Module 2: Incident Management Process Steps

  • Understand when to engage the incident management process
  • Explore the incident management process flow
  • Understand the incident lifecycle timeline
  • Explore sources of incidents
  • Examine each process step in detail

Module 3: Process Roles and Responsibilities and Process Governance Policy

  • Explore the process RACI chart
  • Understand key roles and responsibilities in incident management
  • Understand the need for polices governing the process execution

Module 4: Measuring the Process and Continual Improvement

  • Explore examples of best practice measurements for process performance
  • Examine the importance of continual improvement to the incident management practice

Virtual Classroom

Price: $1,929

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

  • Minimizes the impact on your schedule with a 2-day training class.
  • Learn only what you need to with targeted, topic-specific workshops.
  • Ask questions and interact with the instructor.

View the Virtual Classroom FAQs

Request Info

Private Group Training

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.

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.

Sep 23, 2024 - Sep 24, 2024
HDI, Virtual Classroom
Incident Management Principles On or before Jul 29, 2024 :
Price: $1,829.00

After Jul 29, 2024 :
Price: $1,929.00
More Info Add to Cart
Dec 05, 2024 - Dec 06, 2024
HDI, Virtual Classroom
Incident Management Principles On or before Oct 10, 2024 :
Price: $1,829.00

After Oct 10, 2024 :
Price: $1,929.00
More Info Add to Cart

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 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