Successful ITSM Incident and Major incident management ITIL

Successful ITSM Incident and Major incident management ITIL, available at $19.99, has an average rating of 4.6, with 22 lectures, based on 30 reviews, and has 1211 subscribers.

You will learn about Learn how to set up a service ready for incident management Know the core processes to ensure you deliver excellent service Know what to do for escalating How to manage an incident management team This course is ideal for individuals who are For new starters to incident management or Those who work in this space but want to optimise the service It is particularly useful for For new starters to incident management or Those who work in this space but want to optimise the service.

Enroll now: Successful ITSM Incident and Major incident management ITIL

Summary

Title: Successful ITSM Incident and Major incident management ITIL

Price: $19.99

Average Rating: 4.6

Number of Lectures: 22

Number of Published Lectures: 22

Number of Curriculum Items: 22

Number of Published Curriculum Objects: 22

Original Price: $94.99

Quality Status: approved

Status: Live

What You Will Learn

Learn how to set up a service ready for incident management
Know the core processes to ensure you deliver excellent service
Know what to do for escalating
How to manage an incident management team

Who Should Attend

For new starters to incident management
Those who work in this space but want to optimise the service

Target Audiences

For new starters to incident management
Those who work in this space but want to optimise the service

In this dynamic and practical course, participants will gain comprehensive insights into the strategic set up and optimization of Incident and Major Incident Management processes. Designed for professionals seeking to enhance their organization’s resilience, this course provides a deep dive into the foundational principles and advanced strategies for effective incident response.

Participants will explore the intricacies of incident identification, response team structuring, and the resolution process. The course will delve into the critical elements of Major Incident Management, emphasizing the activation criteria, communication protocols, and resource coordination necessary for handling high-impact scenarios.

The course will empower you to create a robust incident response framework, ensuring timely and effective resolution while minimizing business impact. Whether its a new service or an old one you want to optimize, this course will give you some reflections on how to improve your service.

Key Learning Objectives

1. Foundations of Incident Management:

– Understand the fundamentals of incident identification, reporting, and resolution.

2. Strategic Set Up

– Learn to establish and structure an effective incident response team.

– Define roles and responsibilities within the team for seamless coordination.

3. Major Incident Management Activation

– Establish criteria for declaring a major incident.

– Develop predefined scenarios and triggers for major incident activation.

4. **Communication Excellence:**

– Create a robust communication plan for both routine incidents and major incidents.

– Master effective communication techniques during high-stress situations.

5. **Resource Coordination:**

– Coordinate resources and support for efficient incident resolution.

– Develop strategies for resource allocation during major incidents.

6. **Post-Incident Analysis and Continuous Improvement:**

– Conduct thorough post-incident analyses to identify root causes.

– Implement corrective actions and preventive measures for ongoing improvement.

Course Curriculum

Chapter 1: Introduction

Lecture 1: Introduction

Lecture 2: What is Incident Management & Major Incident Management?

Lecture 3: What does ITIL say about Incident Management?

Lecture 4: What ITIL says about Service desk

Chapter 2: Discovery and set up – what documentation you will need

Lecture 1: Discovery – spend time understanding the need

Lecture 2: Scoping for service desk /incident management

Lecture 3: The backbone – the Policy

Lecture 4: The 'how' you will fulfil the service – Process documents

Lecture 5: Using AI to your advantage

Chapter 3: Incident Management BAU

Lecture 1: Incident Management/Help desk Management tasks

Lecture 2: Metrics and performance analysis

Lecture 3: Also manage a Service Desk? This will help!

Lecture 4: Questions for your Service Desk

Lecture 5: Logistics considerations for a service desk

Chapter 4: Major Incident Management activities

Lecture 1: What to do during a Major incident

Lecture 2: Post Incident Analysis meeting

Lecture 3: Post Incident Report

Chapter 5: Some workshops to help you on the journey

Lecture 1: 5-Whys – help you understand why something is the way it is

Lecture 2: SWOT analysis – are you an established team? use this to find improvements

Lecture 3: Objectives and KPIs – do you need unique KPIs use this to help uncover them

Lecture 4: Roles and responsibilities – help your team understand what you do and why

Chapter 6: Bonus sections

Lecture 1: Bonus

Instructors

Mark Grey
ITIL, Agile, and general life experience!

Rating Distribution

1 stars: 0 votes
2 stars: 0 votes
3 stars: 3 votes
4 stars: 10 votes
5 stars: 17 votes

Frequently Asked Questions

How long do I have access to the course materials?

You can view and review the lecture materials indefinitely, like an on-demand channel.

Can I take my courses with me wherever I go?

Definitely! If you have an internet connection, courses on Udemy are available on any device at any time. If you don’t have an internet connection, some instructors also let their students download course lectures. That’s up to the instructor though, so make sure you get on their good side!

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