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HDI - ITSM Consulting Company

Incident Management Principles

Certification

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Training

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
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