Managing incident in practice – using acknowledged ITSM-methods
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Practical information
Duration: 1 dag
Time: 9.00 – 16.00
Price: Please contact us for a quote →
Exam price: 995,- excl. VAT (optional)
Purpose
This course will teach you practical and useful techniques to solve your user’s incidents as effectively as possible and in the most efficient way. After the course, you can are able to apply good practice for one of the most important processes in IT Support – the incident process.
Target audience
You may be interested in this course if your work includes registering, escalating or solving incidents. Maybe you are employed in a IT support/Service desk/Help desk – or in 2nd line or as a super user with responsibility for registering cases for your colleagues. You may also feel that you could use some practical methods to structure your everyday life and to follow or improve your internal processes. There are no prerequisites for this course – we will cover all relevant concepts and terms as part of the training.
Program
Kl. 9.00 – 12.00 Managing incidents
Registrer
- Register incidents in a correct an descriptive manner, so that cases are resolved faster and easier to understand.
- The formula for a good subject line and a good incident description.
- Makes it easier to solve cases – and helps your colleagues in operations/2. line in case of hand-overs.
Categorize
- Establish a good practice for categorizing incidents, so that cases end up with the right employee/department from the start.
- Reduce the amount of “incident tennis” and reduce solution time.
- Guidelines for the categorization, enabling trend analysis and statistics
Prioritize
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- How to prioritize cases in a uniform and systematic way.
- Avoid prioritization being controlled by the individual user or by standard settings in the ticket system.
- Rules for prioritization, including the consequences of unresolved incidents, business impact and importance of the individual cases from the customer’s point of view.
- Solve the most important cases first
Close
- How to close cases in a value-adding way.
- Is the case really closed and is the user satisfied?
- Rules for reopening, investigations and “cases within cases”
- Should a knowledge article be created?
- Is there a need for further analysis (problem management/root cause analysis)?
12.00 – 13.00 Lunch
Kl. 13.00 – 16.00 Questioning technique and data gathering in IT Support
- The mindset behind data and information gathering
- Use open ended and closed ended questions to control a conversation with someone who thinks they possess facts about the incident
- Prevent jumping to conclusions and control facts and assumtions using the PELT model and the ASS-U-ME principle
- Improve first-time-fix: Get the correct information as quickly as possible in every case
Trainer
| Johnny Jensen | Johnny har over 25 års praktisk erfaring med IT Service Management. Johnny er ITIL 4 Master, ITIL V3 Expert, V2 Manager med udmærkelse, akkrediteret ITIL instruktør og er en særdeles erfaren underviser, ligesom han har stort erfaring med Service desk, personaleledelse og den gode kommunikation med brugere og kunder. Johnny formår på en særlig måde at gøre stoffet praktisk anvendeligt og nærværende. |
Form
The course is conducted in English with English materials. If you have chosen to be certificied, the exam will also be conducted in English.
We recommend that you bring your own laptop to solve the assignments, which will be sent to you in electronic form before the start of the course.
Certification
This course offer a certification if you pass the 30-minute test with 20 multiple choice questions (all aids are allowed). The pass mark is 65% (13 correct).
The exam requires a laptop (PC with Windows – or Mac) and either Chrome, Safari or Edge browser.