Incident Management Masterclass
R48 500
The Incident Management Masterclass is designed to help your support teams to boost their performance by rapidly adopt and adapt good practices.
Description
The Incident Management Masterclass is designed to help your support teams to boost their performance by rapidly adopt and adapt good practices.
Symptoms of poor Incident Management
The Incident Management Masterclass will help if your team are currently struggling with any of the following symptoms:
- Endless complaints and escalations from end-users regarding the quality of service
- Excessive backlog of open calls
- Mean-Time-To-Resolve (MTTR) is measured in weeks, not hours
- High levels of rework
- High number of recurring issues
- Poor response time to user queries
- Excessive overtime
- Burnout and high staff turnover.
This workshop will examine the contributing causes of systemic dysfunction within your environment and then guide your team to adopt appropriate, effective and sustainable practices to improve long-term performance.
Intended Audience
This Masterclass is aimed at any participants who have an interest in improving the performance and quality of service relating to Incident Management:
- Incident Manager
- Service Desk Manager & Supervisors
- Problem Manager
- Change Manager
- Service Desk
- Service Level Manager
- Engineers and Technicians
Masterclass Modules
Each of the Masterclass modules is a structured mini-workshop with a specific objective:
| Activities | Output | Hours |
|---|---|---|
| 1.1 Explaining key concepts | Levelling of understanding | 2 |
| 1.2 Discuss and discover the current state | List of observable symptoms | 2 |
| 1.3 Conduct Maturity Assessment | Summary Report | 4 |
| 2.1 Identify Process Goals | Documented process goals | 1 |
| 2.2 Identify policy statements | Documented policy (draft) | 4 |
| 2.3 Design and document process | Documented process (draft) | 4 |
| 2.4 Define key performance metrics | Documented performance metrics | 2 |
| 2.5 Design management reports | Documented management reports | 2 |
| 2.6 Define roles & responsibilities | Documented roles & responsibilities | 2 |
| 3.1 Define tool requirements | Documented tool requirements | 2 |
| 25 |