Putting ITIL® into Practice: Incident Management

Course details

In this course, ITIL trainer David Pultorak explores transformative techniques that will elevate your IT incident management capabilities and improve user experiences. Discover how to prevent incidents proactively. Optimize the incident lifecycle by cutting cycle times and enhancing efficiency through effective monitoring and smarter self-service pathways. Strengthen your incident resolution strategies by minimizing ticket reassignments and empowering agents to close more issues on first contact. Upgrade knowledge bases to ensure accessible and accurate information for both users and support teams. Delve into real-world examples, actionable steps, and best practices to ensure every IT service operates at peak performance. By the end of this course, you’ll be equipped with the skills and knowledge needed to become an exceptional IT service provider.

Concepts

0. Introduction

01 - Stand apart as a incident management practitioner
02 - What is incident management
03 - What you'll learn
04 - How you'll learn it

1. Incident Reduction

05 - What is incident reduction, and why use it
06 - Where and when to use incident reduction
07 - Incident reduction steps
08 - Incident reduction example
09 - You try it - Incident reduction
10 - Review it - Incident reduction

2. Incident Shift-Left

11 - What is incident shift-left, and why use it
12 - Where and when to use incident shift-left
13 - Steps to creating an incident shift-left response
14 - Example of creating an incident shift-left response
15 - You try it - Creating an incident shift-left response
16 - Review it - Creating an incident shift-left response

3. Incident Monitoring Optimization

17 - What is the incident monitoring optimization response, and why do it
18 - Where and when to use the incident monitoring optimization response
19 - Steps in incident monitoring optimization
20 - Example of incident monitoring optimization
21 - You try it - Incident monitoring optimization
22 - Review it - Incident monitoring optimization

4. Incident Cycle Time Reduction

23 - What is incident cycle time reduction, and why use it
24 - Where and when to use incident cycle time reduction
25 - Steps in incident cycle time reduction
26 - Example of incident cycle time reduction
27 - You try it - Incident cycle time reduction
28 - Review it - Incident cycle time reduction

5. Incident Reassignment Reduction

29 - What is incident reassignment reduction, and why use it
30 - Where and when to use incident reassignment reduction
31 - Steps in incident reassignment reduction
32 - Example of incident reassignment reduction
33 - You try it - Incident reassignment reduction
34 - Review it - Incident reassignment reduction

6. First-Contact Closure Rate Optimization

35 - What is first-contact closure rate optimization, and why use it
36 - Where and when to use first-contact closure rate optimization
37 - Steps in first-contact closure rate optimization
38 - Example of first-contact closure rate optimization
39 - You try it - First-contact closure rate optimization
40 - Review it - First-contact closure rate optimization

7. Knowledge Base Optimization

41 - What is knowledge base optimization, and why use it
42 - Where and when to use knowledge base optimization
43 - Steps in knowledge base optimization
44 - Example of knowledge base optimization
45 - You try it - Knowledge base optimization
46 - Review it - Knowledge base optimization

Conclusion

47 - Further your journey into incident management