Incident 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

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.

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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.

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