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The IT Operations and Incident Management Training Course is designed to provide senior IT specialists with the knowledge and skills necessary to manage IT operations and handle incidents effectively. Participants will learn best practices in incident management, operations management, and service delivery to ensure the continuous availability and stability of IT systems and services.

Objectives:

By the end of this course, participants will be able to:
- Develop and implement IT operations policies and procedures
- Manage the lifecycle of IT services, from planning and design to implementation and operation
- Implement effective incident management processes and procedures
- Manage and resolve incidents in a timely and efficient manner
- Continuously monitor and improve the performance of IT operations and services

Who Should Attend:

This course is designed for IT Planning and Governance Sr. Specialists who are responsible for the planning, implementation, and management of IT operations and services.

Outputs:

Upon completion of this course, participants will receive a certificate of completion and will have a comprehensive understanding of best practices in IT operations and incident management. They will also have the skills and knowledge necessary to manage IT operations and services and resolve incidents effectively.

Course Outline:

Day 1: Introduction to IT Operations and Incident Management

- Overview of IT operations and incident management
- Importance of IT operations and incident management
- Key components of IT operations and incident management

Day 2: IT Operations Management

- IT service delivery and management
- IT service design and implementation
- IT service transition and operations

Day 3: Incident Management

- Incident management processes and procedures
- Incident classification and prioritization
- Incident investigation and resolution

Day 4: Incident Management Continual Service Improvement

- Incident management performance metrics
- Incident management improvement opportunities
- Incident management improvement methodologies

Day 5: IT Operations and Incident Management Case Studies

- Real-world case studies and examples
- Discussion and analysis of case studies
- Best practices and lessons learned from case studies

Conclusion:

The IT Operations and Incident Management Training Course provides participants with the knowledge and skills necessary to effectively manage IT operations and resolve incidents. By applying best practices in IT operations and incident management, participants will be able to deliver stable and reliable IT services and ensure the continuous availability of IT systems.

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.