ITIL® 2011 Edition OSA: Introduction to Incident Management

Overview/Description
No process in IT service delivery is foolproof; at some point in time an unplanned interruption will most likely occur ranging from a minor incident to the disastrous crashing of a critical system. The key to surviving any type of incident lies in an organization's ability to deal with incidents, no matter how big or small, as quickly and efficiently as possible so that services resume and service levels are brought back within acceptable range with as little impact as possible on other processes, the organization itself, users, and customers. This course introduces the goal and scope of Incident Management. Specifically, the course covers the purpose of Incident Management, as well as the value Incident Management provides to the overall organization. In addition, the course covers the elements to consider when managing incidents, including timescales, incident models, and major incidents. This course will assist the learner in preparing for the ITIL® Operational Support and Analysis certificate and is aligned with the ITIL® Intermediate syllabus. ---------------------------------------------------- ITIL® is a registered trade mark of the Cabinet Office.

Target Audience
Employees from companies that provide or rely upon IT services; individuals looking to enhance their career prospects by pursuing the ITIL® Intermediate qualification Operational Support and Analysis certificate, a high-profile and highly regarded IT business certification.

Prerequisites
ITIL Foundation Certificate in IT Service Management

Expected Duration (hours)
2.5

Lesson Objectives

ITIL® 2011 Edition OSA: Introduction to Incident Management

identify the objectives of Incident Management

identify what the Critical Success Factors involve in Incident Management

sequence the activities in the Incident Management process

distinguish between Incident Management and Problem Management

recognize examples of events that are within scope of Incident Management

perform basic Incident Management

examine how basic Incident Management helps ensure service quality and availability is maintained

outline why Incident Management is valuable to an organization

explain the approach to timescale policies in Incident Management

explain the approach to Incident Model policies in Incident Management

explain the approach to major incident policies in Incident Management

specify the value of Incident Management to business

determine the approach to handling incidents using Incident Management

analyze the basics of how Incident Management supports an organization