Incident management and request fulfillment

Course objectives

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

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

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

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.