Overview
This in-house 1-day workshop is suitable for any
organisation that has an interest in how to develop and operate two of
the critical Operational processes within the ITIL® framework –
Incident and Problem Management.
Please Note. The content of this workshop can
be tailored to meet any specific requirements that you might have.
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
For more details, or to book this course, please contact us at enquiries@e-Quant.co.uk or call us on +44 (0) 115 966 8375
