ITIL® 2011 Edition OSA: Introduction to Incident Management

Course details

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.

• 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