Major Incident Management Course From Scratch To End

Major Incident Management , Service Now, MIM, CIM

What you'll learn

Incident Response Protocols: Students will understand the best practices and protocols for responding to various types of incidents effectively.

Communication Skills: Effective communication is crucial during incidents to coordinate response efforts and convey critical information to stakeholders.

Risk Assessment and Analysis: Incident management involves assessing risks and analyzing their potential impact on an organization's operations and assets.

Continuous Improvement: Incident management is an iterative process that requires constant evaluation and improvement.

Requirements

No Prerequisites needed

Description

In today's fast-paced digital landscape, incidents are inevitable. Whether it's a cybersecurity breach, a service outage, or a critical error in operations, organizations must be equipped to respond swiftly and effectively. This comprehensive course on Incident Management is designed to equip professionals with the essential skills and strategies needed to manage incidents with confidence.Led by industry experts, this course covers the entire incident management lifecycle, from preparation and identification to response, resolution, and post-incident analysis. Through a combination of theoretical concepts, real-world case studies, and practical exercises, participants will gain a deep understanding of incident management best practices and develop the ability to navigate complex scenarios with ease.Key topics include:Understanding the fundamentals of incident managementEstablishing robust incident response processes and proceduresIdentifying and categorizing incidents based on severity and impactImplementing effective communication strategies during incidentsCoordinating cross-functional teams and stakeholders for rapid responseLeveraging incident management tools and technologies for enhanced efficiencyConducting thorough post-incident reviews and implementing continuous improvement measuresWhether you're an IT professional, a cybersecurity specialist, or a business leader looking to enhance your organization's resilience, this course will provide you with the knowledge and skills to effectively manage incidents and minimize their impact on your operations. Enroll now and take your incident management expertise to the next level!

Overview

Section 1: Introduction

Lecture 1 Introduction

Lecture 2 What is Incident

Lecture 3 What is Incident Management

Lecture 4 Benefits of Incident Management

Lecture 5 Challenges of Incident Management

Lecture 6 KPI's of Incident Management

Lecture 7 What is SLA

Lecture 8 What is OLA

Lecture 9 What is Service Request

Lecture 10 Roles and Responsibilities Of IM

Lecture 11 Life Cycle of IM

Lecture 12 Hygiene of IM

Lecture 13 SLA of IM

Lecture 14 What is Request Management

Lecture 15 Life Cycle of Request Management

Lecture 16 Lead Time Of Request

Lecture 17 Benefits Of Mentioning CI

Lecture 18 Effective Ticket Management

Lecture 19 Importance of Closure Comments

Lecture 20 Parent & Child Ticket Relation

Lecture 21 Converting Incident to Request & Vice Versa

Lecture 22 Survey Feedback

Lecture 23 Problem Management

Lecture 24 Change Management

Lecture 25 What is ITIL V4

Lecture 26 What is ITIL Life Cycle

Lecture 27 Interview Questions

The Incident Management course is tailored for beginners aspiring to establish their careers in IT Support