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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

Course FAQ's

Virtual Classroom

Calendar Price: $1,999

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

Private Group Training

Request Info

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 29, 2025 - Sep 30, 2025
HDI, Virtual Classroom 		Incident Management Principles On or before Aug 04, 2025 :
Price: $1,899.00

After Aug 04, 2025 :
Price: $1,999.00 		More Info Add to Cart
Dec 10, 2025 - Dec 11, 2025
HDI, Virtual Classroom 		Incident Management Principles On or before Oct 15, 2025 :
Price: $1,899.00

After Oct 15, 2025 :
Price: $1,999.00 		More Info Add to Cart
 

Certification Exam

All HDI courses and certification exams are based on and developed from the HDI certification standards. They reinforce the core concepts of the HDI certification standards and provide skills-building opportunities.

The Incident Management Principles exam consists of forty (40) multiple choice questions and must be completed in sixty (60) minutes. A minimum score of 80% is required to pass this certification exam; individuals who achieve the passing score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards.

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