Overview
This four-day course focuses on the practical adoption and application of an incident management process and various activities associated with incident management as described in the ITIL® Service Operation publication. This course demonstrates through a series of practical, real-world exercises demonstrating how to establish and use incident management techniques to address real-world interruptions to and degradations of service. This course shows how leading organizations establish a method of consistently identifying and handling incidents using best practice guidance. This is a hands-on course that provides numerous exercises that give a real-world understanding of a consistent, predictable and repeatable approach to detecting and handling incidents.
ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Schedule Classes
What You'll learn
Curriculum
- Module 1: Course introduction and overview
- Module 2: Review of key IT service management concepts
- Module 3: Incident Management Theory
- Module 4: A real-world high volume approach to incident management
- Module 5: Defining the vision
- Module 6: Understanding the baseline
- Module 7: Defining incident, workarounds and known errors
- Module 8: How problems and incidents are related
- Module 9: Establishing a situational, incident model-based approach to incident management
- Module 10: Establishing your organization’s incident management process
- Module 11: Incident management measurements, metrics and reporting
- Module 12: Connecting the vision and baseline to form a plan
- Module 13: Course corrections and adjustments
- Summary
Course introduction and overview
- Accountability, boundaries and consistency
- Cost-effectiveness and quality
- Stages of the lifecycle
- Services
- The service portfolio
- Processes and functions
- A brief discussion of the processes defined by ITIL
- Roles and responsibilities
- Exercise 1: Understanding basic service management concepts
- Understanding incident management from a service catalog perspective
- Understanding incident management in the context of service level agreements
- What is an incident?
- Defining incident management
- What incident management is not
- Purpose and objectives of incident management
- Scope of incident management
- Incident management policies, principles and basic concepts
- Incident models
- Incident management activities
- Incident matching procedure
- Sourcing of information
- Incident management metrics and measurements
- Challenges and risks
- The Continual Service Improvement Approach
- Why an effective and efficient, real-world oriented incident management process is important to your organization
- Exercise 2: Understanding the Theory of Incident Management
- Using the service catalog as structuring mechanism for incident mechanism
- Establishing common sense policies and practical guiding principles for incident management
- Building an incident management process based on real-world examples
- Using the Schedule of Changes
- Invoking configuration management during incident management
- Sample policies and guiding principles for incident management
- Real-world example I: A short bridge (or vehicles that are too tall)
- Real-world example II: My first car (discovering and using workarounds)
- Real-world example III: A bent CPU Pin (example of the ineffectiveness of service restoration when problem management is ineffective)
- Real-world example IV: Availability management and time zone coding
- Real-world example V: An operating system update
Exercise 3: Practical policies and guiding principles for incident management
- What is a vision?
- Understanding and agreeing to the desired state for problem management in your organization
- Defining the vision
- Sample visions for problem management
- Exercise 4: Establishing a vision for problem management
- Understanding the current state of incident management in your organization
- Incident management Audit of Intent
- Incident management Audit of Action
- Sample incident management assessment questions
- Assessing levels of incident management maturity
- Sample assessment results
- Exercise 5: Understanding the current state of incident management in your organization
- Why many incident management processes fail
- Identifying, understanding and making decisions about incidents in a consistent way
- What is an incident?
- What is a workaround?
- What is a known error?
- What information is contained in an incident record?
- What information is contained in a known error record?
- How are incident records used?
- How are known error records used?
- Storing records in a known error database?
- Basic functionality of known error database and how this helps incident management
- How changes and incidents are related
- Exercise 6: Defining incidents, workarounds and known error records
- What is an incident?
- What is a problem?
- Typical relationships
- Categorization
- Prioritization
- Escalation
- Establishing an effective boundary between problems and incident management
- Definition of workarounds
- Creation of known error records
- Use of known errors
- Which process (of Incident management and problem management) does what and when
- Exercise 7: Establishing an effective boundary between problem management and incident management
- Common incident situations
- Degradations of service
- Violation of a Service Level Agreement
- Interruptions to service
- Incidents without customer impact
- Major incidents
- Security-related incidents
- Access-related incidents
- Defining an incident model
- Effective incident logging
- Using initial categorization effectively
- Using prioritization effectively
- Using initial diagnosis effectively
- Using escalation effectively
- Resolution and recovery as part of the incident model
- Determining and using incident close categorization
- Exercise 8: Understanding common incident situations and defining common incident models
- Using the ITIL incident management process as a starting point
- Defining specific policies for incident management
- Defining roles and responsibilities for incident management
- Defining incident open category
- Defining impact, urgency and priority
- Defining a major incident management process
- Defining other process branches(e.g. security incidents)
- Defining an incident matching procedure
- Defining approaches for functional escalation
- Defining approaches for hierarchic escalation
- Defining incident diagnosis activities
- Defining incident closure activities (e.g. close categorization)
- Building a process for defining incident models
- Invoking incident models
- Exercise 9: Defining your organization’s incident management process
- Useful key performance indicators for incident management and what they really measure
- How to collect key performance indicators
- Common incident management reports
- Exercise 10: Creating common incident management reports
- Comparing the vision and baseline
- Identifying an implementation plan
- Making the implementation plan specific
- Sample incident management implementation plan
- Exercise 11: Developing an implementation plan for incident management
- Common delays roadblocks, challenges, risks and pitfalls
- Developing responses
- Adjusting the vision
- Keeping the momentum going
- Exercise 12: Developing responses to common challenges and risks
- Review of concepts learned
- Questions and answers
Prerequisites
Interested in this course? Let’s connect!
Course features
FAQs
This course is highly recommended for current and aspiring –
- CIOs, CTOs
- Service management professionals
- IT managers and directors
- IT auditors
- Change management professionals
- Continual improvement professionals
- Service desk professionals
- Incident management professionals
- Problem management professionals
A minimum internet speed of 2 MBPS is recommended.
All the sessions are recorded. So even if you miss a class, you can access a recorded video of the session in your LMS.
You will get lifetime access to LMS and all the learning material in it.