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ITSM Practices
Incident Management
4 Sections
8 Lessons
4 Quizzes
10 Weeks
Curriculum
4 Sections
8 Lessons
10 Weeks
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Incident Management Foundations and Major Incidents
3 Items
1.1
Incident Management Fundamentals
1.2
Major Incident Management (MIM): The Complete Playbook
1.3
Incident Management Foundations and Major Incidents Knowledge Check
14 Questions
Logging, Categorization, Prioritization and Escalation
3 Items
2.1
Logging and Categorization: Clean Incident Data at the Door
2.2
Priority, Service Level Timers and Escalation
2.3
Logging, Categorization, Prioritization and Escalation Knowledge Check
14 Questions
Diagnosis, Resolution and Closure
3 Items
3.1
Diagnosis, Swarming and Workarounds
3.2
Resolution, Closure, Review and the Links to Problem and Change
3.3
Diagnosis, Resolution and Closure Knowledge Check
14 Questions
Measuring and Improving Incident Management
3 Items
4.1
Measuring Incident Management Without Gaming It
4.2
Automation, Staffing and a Maturity Roadmap for Incident Management
4.3
Measuring and Improving Incident Management Knowledge Check
14 Questions
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