Deploying and Improving your Incident Management Process and Service Desk

An Implementation Workshop for Making ITIL Work™
Course length; 2-days
This workshop will help you and your teams to overcome these challenges and get your Incident Management process and Service Desk back on track. This program is an in-depth, practical workshop to help you:
Assess your current capabilities
Identify gaps in your processes, tools, and governance
Set specific and achievable goals for driving improvements to your process
Establish appropriate policies, procedures, and work instructions for your teams
Align your processes with your tooling configurations
Focus on key metrics to drive intended performance
Improve your knowledge management
Improve your time-to-resolve and first-time-fix rates
Improve quality and availability of services
Key areas of focus in the course include
Defining process objectives
Establishing Policy and Governance
Process Workflow Improvements
-Using Categorizations to drive improvements and investments
-Using Priority to allocate resources
-Building a Knowledge Base that drives increased first-call resolution
-Managing Escalations and building working OLAs with support teams
Defining and aligning Roles and Responsibilities
Building alignment between Incident Management and other process and functional areas
Defining key metrics
Understanding how to leverage your service management tools more effectively to support your process implementation
Getting buy-in from senior management to support your IT Service Management activities
-Using Priority to allocate resources
-Building a Knowledge Base that drives increased first-call resolution
-Managing Escalations and building working OLAs with support teams
Course Director: Patrick von Schlag
Patrick von Schlag is a certified ITIL v2 Service Manager, ITIL v3 Expert, and one of the few people in the world to hold all 9 ITIL Lifecycle and Capability certifications as well. His 25 years of experience in IT and business includes ITIL adoption and IT and business consulting, mentoring, and skills development for financial services, biotech, energy, civilian government, military, manufacturing, and many other organizations. Patrick is President of Deep Creek Center, an IT/business alignment consultancy based in Maryland
Patrick von Schlag is a certified ITIL v2 Service Manager, ITIL v3 Expert, and one of the few people in the world to hold all 9 ITIL Lifecycle and Capability certifications as well. His 25 years of experience in IT and business includes ITIL adoption and IT and business consulting, mentoring, and skills development for financial services, biotech, energy, civilian government, military, manufacturing, and many other organizations. Patrick is President of Deep Creek Center, an IT/business alignment consultancy based in Maryland