Certified Incident Manager
Introduction
The 5 Archetypes of IT Departments
Key Concepts
Incident
Problem
Change
Service Request
The difference between Incidents and Problems
Major Incident
Security Incident
Known Errors and Workarounds
The Incident Log
Service Catalog
Service Level Agreements
The Service Desk
The Incident Management Process
Detecting an Incident
Logging an incident
Classifying an incident
Initial Diagnosis
Escalation to Senior Management
Escalation to Technical Specialists
Escalation to 3rd Party Support
Prioritisation
Resolving an Incident
Measurement and Reporting
Metrics for Incident Management
Monthly Management Report
Process Improvement
What causes incidents?
Diagnosing poor process performance with failure demand
Incident Management Policy
The Service Improvement Plan
Documenting the Incident Management Process
Process Maturity Self-Assessment
Roles & Responsibilities
The Incident Manager
Service Support Engineer
Process Integration
Process integration
Exam
Preparing for the Exam
Syllabus
Certified Incident Manager Exam
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What causes incidents?
Certified Incident Manager
What causes incidents?
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