Incident Management

Suitable for:

Person who is having any domain knowledge of 1 to 5 years and want to move in management profile
Any graduate degree student,3 to 7 years of experience guys from service desk
BPO or technical helpdesk who is having basic understanding of Network, Wintel, and Application support.

Incident Management (Intermediate)

What you will learn: How to drive an incident on technical bridge, Roles Of An Incident Manager, Daily Routine As an Incident Manager, SLA, difference between a process and a project, CAB, Freeze period in ITIL, RACI model, CSI, ITIL stages, Service Strategy, Service Design, Service Transitions, Service Operations, PIR, 7 steps involved in continual service improvement, responsibility of the process owner, Difference between ITIL v2 and ITIL 4, capacity management, tool, RCA coordination.

live Scenario/Real time Incident Manager questions: One branch is having link down issue what all the steps you will take to get the business on track, you are not getting any update from provider and already done the highest level of escalation now what would be the next step followed.

Tool ex- SNOW, E-helpline, Remedy, Jira, Tableau.

Course duration: 2.5 to 3.5 hours