Deploying and Improving your Incident Management Process and Service Desk

An Implementation Workshop for Making ITIL Work™

Course length; 2-days

(Private offerings of this course can be extended one or more additional days to include detailed application of the course concepts directly to your organization’s processes and tools)

Most organizations have some type of help desk or service desk and have invested in tools and training to improve the performance of their teams. Yet, for many organizations, there is a stubborn lack of progress. High turnover, process/tool alignment, and governance issues prevent you from getting the results you intended.

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

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