Fundamentals of Incident Management
What should you do when a production incident occurs? How can you ensure rapid resolution while ensuring clear communication with stakeholders?
This e-learning module provides you with a clear and operational understanding of the fundamentals of incident management in modern IT environments.
Designed to meet the strategic challenges of IT teams, this module offers a structured overview of the key concepts taken from the ITIL framework, while emphasizing the essential reflexes to adopt in a crisis situation.
This module can be taken independently or integrated into the overall “IT & Digital Transformation”, intended for Incident Managers, IT managers, CIOs or any player involved in service continuity.
In this module, you will learn to:
- Identify the different types of incidents and their impacts on the business
- Understand key roles with the RACI model
- Monitor the lifecycle of an incident according to ITIL best practices
- Measure the effectiveness of a resolution via the main KPIs (MTTR, SLA)
- Manage operational and strategic communication in real time
Whether you are in a continuous optimization process or in the process of taking up a new position, this module will allow you to lay a solid foundation for making the right decisions when faced with an incident.
