Incident Management Masterclass

The Incident Management Masterclass is designed to help your support teams accelerate their adoption of internationally-proven best practices, with the goal of improving the customer experience.

Indicators of weak Incident Management

The Incident Management Masterclass will help if your Service Support team is able to identify any of the following symptoms in your environment:

  • Endless complaints and escalations from end-users regarding the quality of service,
  • Excessive backlog of open calls,
  • Mean-Time-To-Resolve (MTTR) is measured in weeks, not hours,
  • High levels of re-opening calls and wasteful rework,
  • High number of recurring issues,
  • Poor response time to user queries,
  • Failed Service Levels and unmet targets,
  • Inaccurate asset records,
  • Excessive overtime, burnout and high staff turnover.

This practitioner-level workshop will examine the contributing causes of dysfunction within your environment and then guide your team to consider appropriate, effective and sustainable practices to improve long-term performance.

Intended Audience

This Masterclass is aimed at any participants who have an interest in improving the performance and quality of service relating to Incident Management:

  • Incident Manager
  • Service Desk Manager & Supervisors
  • Problem Manager
  • Change Manager
  • Service Desk
  • Service Level Manager
  • Support Engineers and Technicians
  • Information Security Managers

Guided Self-Assessment

Each Masterclass includes a guided self-assessment exercise where participants are also taught to critically self-assess without falling into the trap of the Illusion of Competence (Dunning-Kruger effect).

Integration with other processes

While the primary focus of this Masterclass is on Incident Management, there is a secondary focus on ensuring integration with other Service Management practices such as Change, Problem, Service Request and IT Asset Management. This is important because the real benefit of Service Management is only achieved when processes are integrated.

Masterclass Modules

Each of the Masterclass modules is a structured mini-workshop with a specific objective.

From a logistics perspective, each module in the Masterclass may be scheduled separately making it easier to accommodate the MasterClass in busy schedules. This Masterclass is therefore not available as a public course.

1.1 Explaining key conceptsLevelling of understanding2
1.2 Discuss and discover the current stateList of observable symptoms2
1.3 Conduct Maturity AssessmentSummary Report4
2.1 Identify Process GoalsDocumented process goals1
2.2 Identify policy statementsDocumented policy (draft)4
2.3 Design and document processDocumented process (draft)4
2.4 Define key performance metricsDocumented performance metrics2
2.5 Design management reportsDocumented management reports2
2.6 Define roles & responsibilitiesDocumented roles & responsibilities2
3.1 Define tool requirementsDocumented tool requirements2

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