Incident Management Principles

Training

The Principles of Incident Management expands the best practices elements of the Incident Management Practice. Additionally, this course provides a more detailed look at the Incident Management Process steps.

Discover why incident management is the cornerstone to managing and resolving issues reported by users and customer and 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 2-day class helps reinforce the importance of the Incident Management process in managing incidents from detection to resolution to restore services as quickly as possible for the affected user community. We present experience-based, practical guidance, and examples for successfully implementing best practice methodologies for incident management.

Course Outline

Module 1: Incident Management Concepts

Understand the incident management process and practice purpose
Understand the value in operating an incident management process
Examine the activities within the scope of incident management
Review incident management definitions

Module 2: Incident Management Process Steps

Understand when to engage the incident management process
Explore the incident management process flow
Understand the incident lifecycle timeline
Explore sources of incidents
Examine each process step in detail

Module 3: Process Roles and Responsibilities and Process Governance Policy

Explore the process RACI chart
Understand key roles and responsibilities in incident management
Understand the need for polices governing the process execution

Module 4: Measuring the Process and Continual Improvement

Explore examples of best practice measurements for process performance
Examine the importance of continual improvement to the incident management practice

Virtual Classroom

Calendar

These scheduled workshops provide students with live, instructor-led training delivered by HDI faculty. Using web conferencing software, students interact with the instructor without ever leaving their desk.

Minimizes the impact on your schedule with a 2-day training class.

Learn only what you need to with targeted, topic-specific workshops.

Ask questions and interact with the instructor.

Private Group Training

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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.

HDI Corporate Training Program

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.

HDI Support Center Analyst

Date: 6/7 - 6/9/11

Location: Los Angeles Airport Marriott Hotel
5855 West Century Blvd.
Los Angeles, CA 90045

Full Course Description