Incident Management and Service Desk Seminar

The Incident Management process and Service Desk function are closely related and critical for the effective and efficient delivery and support of services to customers. The primary goal of the Incident Management process is to restore normal service operation as quickly as possible after a disruption and to minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained and service operation stays within SLA limits. This seminar focuses on the effective resolution of service interruptions using ITIL Service Desk and Incident Management best practices. Participants will learn through discussion and practical examples how to implement incident management and manage the service desk.
2 Days/Lecture & Lab
  • The scope of incident management
  • Goals and objectives for managing incidents
  • Business value from the service desk and managing incidents
  • Basic concepts in service desk and incident management
  • Roles, responsibilities and job descriptions
  • Key steps in the incident management process
  • Maintaining the known error database and other key resources
  • Key performance metrics for service desk and incident management
  • Typical challenges of incident management
  • Integration with event management, service requests, problem management, change management, capacity management, availability management, technical support and information security
  • Requirements to effectively deliver managed services
  • Planning and implementing incident management improvements
  • Monitoring, measuring and reviewing the outcomes from incident management
  • Prepare incident management reports
  • Incident management audit guidelines
  • Conducting the on-site audit against ISO 20000 specifications
  • Complying with regulatory requirements
  • Keeping incident management lean and green.

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