Incident Management Advanced - Part II - CS/004/02
OBJECTIVES
What You Will Learn
- Learn about Incident and Incident Management (IM)
- Understand Critical Success Factors (CSF)
- Understand Key Performance Indicators (KPI) Specific to Incident Management
- Understand Other Process Interfacing with Incident Management
- Learn about ITIL Framework Based Incident Management Process Workflow
- Implementing Incident Management - Detailed Guidance
Enjoy our sample video!
WHO THE COURSE IS FOR?
Every Employee, Manager and Management Personnel
COURSE CONTENTS
Incident management (IM) is a key component of any business resiliency program. The primary focus of IM is to restore the normal operations and services as quickly as possible after an unforeseen event. IM is the process of managing the lifecycle of all incidents with the objective to ensure smooth business operations with minimal to no downtime.
The program is in three parts. IM Part II is for all professionals and practitioners to help them understand their roles and how quickly an incident can escalate to become a major issue if not managed properly. Part II provides advanced knowledge on about IM program critical success factors, processes interfacing IM, and detailed information on implementing an IM program.
The course is designed to ensure practitioners understand the importance of acting quickly and to make sure they are aware of the basic requirements. The course includes knowledge tests as users progress through the training. The training is focused on IT employee retention and sustainability.