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INCIDENT MANAGEMENT AND REQUEST FULFILLMENT

This bespoke training focuses on the two processes most visible to an IT user – incident management and request fulfillment. It discusses the risks, benefits and challenges they create and the methods of adjusting them to the specific character of the organization and business expectations.

COURSE OBJECTIVES

In-depth understanding of the ITIL guidance needed to apply best practices connected with incident management and request fulfillment processes in an IT organization

AUDIENCE

All the people involved in and responsible for the ongoing delivery of IT services: Service owners, Service Desk supervisors, Technical managers, Application managers, IT operations managers, Incident managers.

COURSE FORM

Mix of instructor-led training, hands-on exercises and group workshop

BENEFITS
  • At the end of this course participants will know and understand:
    • main concepts, goals and activities of incident management and request fulfillment processes
    • influence of the quality of incident management and request fulfillment processes on IT service value and customer satisfaction
    • roles and responsibilities of Service Desk and operation staff
    • relationships of incident management and request fulfillment processes with IT service catalogue, SLAs and OLAs
    • importance of communication and interpersonal skills in IT service management everyday work

Participants will be able to define and properly address an incident/request category, priority and model depending on the circumstances and specifics of the IT service.

WE OFFER

Tailor-made content of training addressing customer needs, classes conducted by a trainer experienced in IT service management , printed course materials , set of assignments and scenarios (where needed); catering (refers to classes located in Sii), certificates of completion of training

Training scope
  • Main concepts and overview of ITSM – IT service, service value, customer vs. user, availability, etc.
  • Main processes throughout the Service Lifecycle phases
  • Incidents and requests:
    • main concepts and assumptions
    • incident/request lifecycles changes
  • Incident management and request fulfillment processes:
    • Goals and objectives
    • Inputs/outputs
    • Process flows
    • Main roles and responsibilities
    • KPIs, CSFs
    • Documentation
    • Supporting tools and technology
  • Group exercises and assignments:
    • Defining the most common incidents and requests in connection to the certain IT service
    • Assigning the proper category and priority
    • Describing the way of processing of the selected group of incidents or requests
    • Defining the roles and responsibilities by RACI model
  • The number of participants : 8-15 people
  • Duration : 1-2 days
  • Language : Polish/English
  • Course material : English

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Contact Person

Agnieszka Rutkowska Business Development Manager
Training Practice

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