Incident Management Workshop

Our Good Practice Workshops are designed to help IT leaders to accelerate the adoption of internationally-accepted best practice within their departments. These workshops follow a strong systems-thinking approach.

The focus of Incident Management is to rapidly restore service to customers after an outage. It is a set of practices which offers a wealth of opportunities to improve the quality of services that customers use.

Symptoms

If you’re struggling with the following symptoms, you’re likely to have an underperforming Incident Management process:

  • Long turnaround times to resolving customer issues
  • Poor customer satisfaction
  • Low-priority tickets not being attended to
  • Support tickets bouncing between support groups
  • Lack of awareness of business impact
  • SLA, OLA and KPI’s are misaligned

Benefits

This workshop is designed to help you adopt and adapt service management best practices within your team. You are likely to see the following benefits:

  • Significant reduction in major service outages
  • Significant reduction in the number and frequency of outages
  • Higher customer satisfaction

Workshop Structure

DescriptionDuration
Module 1. Incident Management Theory
In this module, we will explore the spectrum of best-practice guidance from ITIL, COBIT, DevOps and ISO20000. This has the effect of levelling-up all stakeholders knowledge in both terminology and thinking patterns.
2 hours
Module 2. Measure the current state
In this module, we will:
– identify and document your pain points
– do a high-level process maturity assessment (50-60 points checklist)
– evaluate your process documentation
– evaluate your policy documentation
– examine your metrics and KPI’s
4 hours
Module 3. Define the future state
– Define Roles & Responsibilities
– Create SOP for creating a change
– Create a standardised process for Incidents
– Create a standardised process for Major Incidents
– Define Incident Categories
– Define Incident Models
– Define key metrics
– Create SOP for logging and and assessing Incidents
– Determine prioritisation matrix for Incidents
– Stakeholder Analysis
– Communication Plan
8 hours
Module 4. Service Improvement Plan
– Identify additional opportunities for improvement
– Prioritise and allocate improvements to individuals
– Insert all assigned tasks to Service Improvement Plan
2 hours
Incident Management Workshop16 hours

Summary

This Incident Management Workshop will ensure that key stakeholders are involved in the design, implementation and rollout of Incident Management as a practice.

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