MyPage is a personalized page based on your interests.The page is customized to help you to find content that matters you the most.

I'm not curious

Incident Management

Course Summary

In this course, you will learn about the specific goals and objectives, interfaces, and purpose of the Incident Management process, as well as how it is applied in real life. The course uses a case study approach to illustrate the benefits companies have

  • +

    Course Syllabus

    ● ITIL® Overview
        ◦ Introduction
        ◦ Services and Service Management
        ◦ Services and Value
        ◦ Utility and Warranty
    ● Process Review
        ◦ Process Overview
        ◦ Process Attributes
        ◦ CSFs and KPIs
        ◦ Process Maturity
    ● Case Study: Corey Harwood Productions
        ◦ Company Overview
        ◦ Challenges and Opportunities
        ◦ Executive Interviews
        ◦ Service Desk and Data Review
    ● Incident Management Process
        ◦ Purpose and Objective
        ◦ Value to the Business
        ◦ Process Steps
        ◦ Critical Success Factors
    ● Applying the Incident Management Process
        ◦ Incident Identification
        ◦ Incident Categorization and Prioritization
        ◦ Incident Diagnosis
        ◦ Incident Escalation and Resolution
        ◦ Recommendations Summary
    ● Prioritizing Recommendations
        ◦ Decision Making
        ◦ Risk and Process Maturity
        ◦ Recommendation Prioritization
    ● Additional Considerations
        ◦ Event and Change Management
        ◦ CMS and Problem Management
    ● Conclusion and Summary
        ◦ Final Thoughts


Course Fee:
USD 29

Course Type:


Course Status:



1 - 4 hours / week

Attended this course?

Back to Top

Awards & Accolades for MyTechLogy
Winner of
Top 100 Asia
Finalist at SiTF Awards 2014 under the category Best Social & Community Product
Finalist at HR Vendor of the Year 2015 Awards under the category Best Learning Management System
Finalist at HR Vendor of the Year 2015 Awards under the category Best Talent Management Software
Hidden Image Url

Back to Top