Incident Management Course Overview

The Incident Management course is designed to provide learners with an understanding of how to effectively manage and resolve incidents that affect IT services. It is an essential component of IT Service Management (ITSM), aiming to restore normal service operation as quickly as possible while minimizing impact on business operations.

Module 1: IT Service Management (ITSM) introduces the basics of ITSM and the importance of having a structured approach to managing IT services.

Module 2: Identifying IT Services dives into the identification and categorization of IT services, a foundational step for incident management.

Module 3: Incident Management – Overview offers a high-level view of the incident management process and its role within an organization.

Module 4: Incident Management – In Depth examines the steps and activities involved in incident management in detail.

Module 5: Measuring Incident Management focuses on how to measure the effectiveness and efficiency of the incident management process.

Module 6: Keys to Success discusses best practices and strategies for successful incident management.

Module 7: Process Maturity Assessment looks at how to assess and improve the maturity of the incident management process.

This course will help learners understand the principles of incident management, provide skills to manage incidents effectively, and to implement best practices for continuous improvement within their organizations.