How to establish an efficient and effective incident management process

Utilize ITIL® best practices to identify performance levels of service management processes and activities and to create improvement plans

Course Code : 2261

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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.

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Course Delivery

This course is available in the following formats:

Live Classroom
Duration: 5 days

Live Virtual Classroom
Duration: 5 days

What You'll learn

Service management

  • Incident management
  • Categorization
  • Prioritization
  • Major incidents
  • Escalation
  • Incidents and problems
  • Measurements and metrics for incident management
  • Defining incident diagnosis activities
  • Defining incident resolution activities

Outline

  • Accountability, boundaries and consistency
  • Cost-effectiveness and quality
  • Stages of the service lifecycle
  • Services
  • The service portfolio
  • Processes and functions
  • A brief discussion of the processes defined by ITIL
  • Roles and responsibilities
  • Exercise 1: Understanding the 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 incident management in your organization
  • Defining the vision
  • Sample visions for incident management
  • Exercise 4: Establishing a vision for incident 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
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Prerequisites

Participants for this course need to have foundation level understanding of ITIL® service management best practices. They also need to have experience working in organizations using various IT service management processes.

Who should attend

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

Interested in this course? Let’s connect!

Certificate

There is no certification exam associated with this course.