[ DevCourseWeb.com ] Mastering Incident Management and Organizational Dynamics



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Published 8/2023

Created by Roman Skorobrekha

MP4 | Video: h264, 1280x720 | Audio: AAC, 44.1 KHz, 2 Ch

Genre: eLearning | Language: English | Duration: 15 Lectures ( 3h 23m ) | Size: 2.2 GB



Building Resilient Teams and Effective Communication Strategies for Crisis Response



What you'll learn

Incident management

Problem management

IT Audit

Understand the key concepts and principles of incident and problem management.

Define and differentiate between incidents and problems in an organizational context.

Develop skills to effectively identify and categorize incidents and problems.

Learn how to prioritize and respond to incidents based on their impact and urgency.

Acquire knowledge of incident and problem management processes and best practices.

Learn how to establish and maintain an effective incident and problem management framework.

Understand the roles and responsibilities of various stakeholders in incident and problem management.

Develop skills to effectively communicate and collaborate with internal and external teams during incident and problem resolution.

Learn how to conduct thorough incident and problem investigations to identify root causes.

Acquire knowledge of different problem-solving techniques and approaches.

Develop skills to analyze and evaluate incident and problem data for trend analysis and continuous improvement.

Learn how to document and track incidents and problems using appropriate tools and systems.

Understand the importance of incident and problem management in minimizing business impact and downtime.

Acquire knowledge of incident and problem escalation procedures.

Develop skills to facilitate effective incident and problem resolution meetings and discussions.

Learn how to develop incident and problem management metrics and reporting mechanisms.

Understand the relationship between incident and problem management and other IT service management processes.

Acquire knowledge of incident and problem management frameworks such as ITIL (Information Technology Infrastructure Library).

Develop skills to conduct post-incident and problem reviews to identify areas for improvement.

Learn how to implement proactive measures to prevent incidents and problems from occurring.

Understand the importance of knowledge management in incident and problem management.

Acquire knowledge of emerging trends and technologies in incident and problem management.

Develop skills to manage customer expectations and ensure effective incident and problem communication.

Learn how to establish effective incident and problem management governance structures.

Understand the impact of incident and problem management on overall service quality and customer satisfaction.



Requirements

Basic knowledge of IT service management frameworks, such as ITIL.

Familiarity with IT infrastructure components, including networks, servers, and applications.

Proficiency in using productivity tools like word processors, spreadsheets, and presentation software.

Familiarity with collaboration tools like email, chat platforms, or project management software (not mandatory but can be helpful for group activities).



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