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.

The number of participants: 8-15 people

Duration: 1 day

Available language: PL / EN

Available course material: PL / EN

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

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Agnieszka Rzeczkowska

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Agnieszka Rzeczkowska

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