Incident Management Workshop | HDI Information Technology Conference 2019

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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