Objective
Incident Management (IM) is a key component of any business resiliency program. The primary focus of IM is to restore normal operations and services as quickly as possible after an unforeseen event. IM is the process of managing the lifecycle of all incidents to ensure smooth business operations with minimal to no downtime.
Part II of the course will enhance your understanding of the incident management process. It starts with identifying incidents, critical success factors, and key performance indicators specific to IM. You will also learn about the ITIL framework-based IM Process Workflow.
The course is designed to ensure practitioners understand the importance of acting quickly and to make sure they are aware of the basic requirements. The course includes knowledge tests as users progress through the training.
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What you will learn:
- Learn about Incident and Incident Management (IM)
- Understand Critical Success Factors (CSF)
- Understand Key Performance Indicators (KPI) Specific to Incident Management
- Understand Other Process Interfacing with Incident Management
- Learn about ITIL Framework Based Incident Management Process Workflow
- Implementing Incident Management - Detailed Guidance
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