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The "Advanced Incident Management" course is designed for IT Application Support Sr. Specialists who are responsible for managing incidents within the IT operations environment. The course will provide a comprehensive overview of incident management processes and best practices, as well as hands-on experience with various incident management tools and technologies.

Outputs

Upon completion of the course, participants will be able to:
- Understand the incident management lifecycle and best practices for managing incidents in the IT operations environment.
- Develop and implement effective incident response plans.
- Utilize incident management tools and technologies to streamline incident resolution processes.
- Evaluate and improve incident management processes within their organization.

Objectives

The objectives of this course are to:
- Provide a comprehensive overview of incident management processes and best practices.
- Offer hands-on experience with incident management tools and technologies.
- Provide guidance on developing and implementing incident response plans.
- Offer best practices for evaluating and improving incident management processes within an organization.

Who Should Attend this course

This course is designed for IT Application Support Sr. Specialists, as well as IT managers and IT operations staff who are responsible for managing incidents within their organizations.

Outline for 5 days

Day 1: Introduction to Incident Management

- Overview of incident management processes and best practices.
- Understanding the incident management lifecycle.
- Best practices for incident classification and prioritization.

Day 2: Incident Response Planning

- Developing effective incident response plans.
- Best practices for incident communication and collaboration.
- Utilizing incident management tools and technologies to streamline incident resolution processes.

Day 3: Hands-on with Incident Management Tools

- Overview of incident management tools and technologies.
- Hands-on experience with incident management tools such as ServiceNow, JIRA, and Remedy.

Day 4: Evaluating and Improving Incident Management Processes

- Best practices for evaluating and improving incident management processes.
- Utilizing metrics and KPIs to measure incident management performance.
- Improving incident resolution times and customer satisfaction.

Day 5: Case Studies and Best Practices

- Reviewing real-world case studies of incident management.
- Best practices for incident management in different industries and environments.
- Wrapping up the course and preparing for next steps.

Throughout the course, participants will have the opportunity to work on practical exercises and case studies to apply the concepts and skills they have learned. The course will also include interactive discussions and opportunities for participants to share their experiences and insights.