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The Effective Incident Manager

R8,950 R7,250 VAT incl.

The Effective Incident Manager course is designed for anyone who manages a team providing technical support on complex IT systems. If you are a Service Desk Manager, Incident Manager, Support Manager with an interest in improving the quality and responsiveness of your support effort, then this course is for you.

The Effective Incident Manager course is designed for anyone who manages a team providing technical support on complex IT systems. If you are a Service Desk Manager, Incident Manager, Support Manager with an interest in improving the quality and responsiveness of your support effort, then this course is for you.

Based on Best Practice Guidance

If you’re searching for a recipe for a cake, you’re likely to find dozens, maybe even hundreds of recipes on the internet. Each recipe will have a specific blend of ingredients to make a cake. But what if you don’t have the correct ingredients? Will you get the same result if you substitute ingredients? How do you adapt a recipe to your specific environment?

In this course, you will explore the common themes from a variety of best-practice frameworks, including ITIL, COBIT, ISO/IEC20000, DevOps and the Microsoft Operations Framework. The content and exercises in this course builds on what you learnt in your ITIL Foundation course, and equips you with very practical skills to manage and improve the Incident Management Process.

You will learn the the underlying principles, and will be better prepared to make an informed decision on which guidance is appropriate for your specific situation. This will ensure that your process is fit-for-purpose.

The Effective Incident Manager

This course will provide you with the understanding and skills to be a more effective Incident Manager:

  • Learn to use the correct terminology and sound more articulate, confident and competent when engaging with your co-workers.
  • How to visualise the workflow and identify performance bottlenecks in your Incident process
  • Learn about the hidden behavioural patterns that undermine your team performance
  • Design an integrated, service-orientated support model that meets your customer objectives
  • Oversee the diagnostic steps to ensure that your

In addition, you will learn how to:

  • Create an Incident Management Policy document
  • Create an Incident Management Process document
  • Create a prioritised Service Improvement Register
  • Communicate risks into your IT Risk Management Process
  • Prepare for an audit

Assignment: Create an Incident Management Policy

An integrated management policy is a critical component of good governance, however history is littered with examples of disjointed and contradictory policies. You will learn how to craft an appropriate Incident Management Policy that supports your objectives, and that integrates into other Service Management practices. (You will be required to submit and present an Incident Management Policy as one of your assignments. This is one of the requirements for The Effective Incident Manager certificate.)

Assignment: Create an Incident Management Process

A well-designed Incident Management process has a significant impact on the productivity within your team. You will learn how to design an Incident Management Process which supports the needs of both your team, as well as your customer. You will also learn how to document this process for a diverse audience, satisfying both your team, as well as The Auditors. (You will be required to submit and present an Incident Management Process document as one of your assignments. This is one of the requirements for The Effective Incident Manager certificate.)

Assignment: Create a Service Improvement Register

A Service Improvement Register should be a vital component of any service-orientated support team, yet these are seldom found in the wild. You will learn the value of collating and prioritising improvements, how this supports your audits, and how to include summary information in your monthly reports. (You will be required to submit and present a Service Improvement Plan document as one of your assignments. This is one of the requirements for The Effective Incident Manager certificate.)

Integration into other processes

The value of Service Management is only truly realised when information is being shared between teams and processes. You will also discover

  • the fundamentals of the Service Level Agreement, and how to recognise when people game the system to meet their targets.
  • how the Risk Management process works, and when to report risks to the Risk Manager so that these may be tracked and escalated.
  • how Budgeting works, and how you to motivate for funding for additional support staff, and technical improvements.
  • the surprising link between poorly-changed Changes and Incidents, and how to spot these patterns in your own environment.
  • how to integrate into the Capacity Management Process and when to escalate capacity-related incidents.
  • how to integrate into the Availability Management Process and how to leverage the Availability Plan to better.
  • a more effective way to produce management reports.

Preparing for an audit

Audits are a normal part of corporate governance and at some stage you will be interviewed by auditors. This can be terribly intimidating and stressful. We will guide you through what you need to do to prepare for an audit, and how to address audit findings professionally and gracefully.

Monthly Reporting

Monthly reporting is a key responsibility for any manager, however monthly reports seldom provide any meaningful insight. You will learn how to shift away from the “standard” metrics provided by your ITSM tool, and instead focus on identifying the trends and patterns that require intervention. You will also discover the secrets of using Monthly Reporting to communicate your insights and ideas more effectively.

Benefits to your organisation

  • Formalisation of Incident Management practices, through the establishment of key documentation (Policy, Process and Service Improvement Register)
  • More insightful reporting on Incidents and the productivity of the support team
  • Identification and improved visibility of operational risks
  • Formalised improvement plan which demonstrates a commitment to quality and customer satisfaction

Logistics

The Effective Incident Manager is a virtual classroom course that combines theoretical and practical elements in a series of short (1-2 hour) zoom workshops over 3-4 weeks. There is some flexibility in timing to allow for remedial action.

Dates

  • 24-28 May 2021 (13:00-15:00)
  • 31 May – 3 June 2021 (13:00-15:00)