Overview

This 1-day workshop is suitable for anyone who has an interest in how to develop and operate two of the critical Operational processes within the ITIL® framework – Incident and Problem Management.

Key Learning Objectives
 
Attendance on this course will enable participants to:

• Understand, from a practical perspective, what the Incident Management and Problem Management processes are, and what they do.
• Understand the value and benefits of these processes.
• Develop a plan for implementing / improving existing Incident & Problem Management processes.

Who will benefit?
 
This course is suitable for anyone who works in an IT Operational environment, who deals with Incident / Problem investigations and resolutions (including Service Desk Staff).
 
Staff responsible for evaluating the need for ITIL® aligned Incident and Problem Management processes, or who have responsibilities for the design, development maintenance of ITIL® aligned Incident & problem Management processes.
 
There are no formal prerequisites for this course.
 
Content

The Core Content includes:

• Key Incident & Problem Management principles
• What is Incident (including Event Management) Management
• What is Problem Management
• The relationship between Incident and Problem Management
• The interfaces between these processes and the Service Desk
• The interfaces between these processes and the other ITIL® Operational and Transition processes – e.g. Change Management

• Key Incident Management activities
• Incident Logging and recording
• Categorisation and Prioritisation
• Escalation
• Diagnosis
• Repair, Recovery and Restoration of Service
• Incident Closure
• Ownership and management of Incidents

• Key Problem Management activities
• The origin of Problems
• Reactive and Proactive Problem Management
• Logging, recording of Problems
• Categorisation and Prioritisation
• Diagnosis and Investigation of Problems
• Raising a Known Error
• Managing a Known Error
• Problem & Known Error Closure
• Ownership and management of Problems

• Tools & Techniques
• The key techniques of Problem Management, including:        
• Ishikawa & Kepner & Tregoe
• The use of tools and technology in Incident Management

• Ensuring on-going effectiveness of the processes
• Establishing Key Performance Indicators for Incident & Problem Management
• The role of the process owner

Please Note. This course can also be provided as on on-demand ‘in-house’ course, where (if required) the content can be tailored to meet any specific requirements you may have.

See the course location and schedule page to book your place on this course.