Incident Management

Course Description

Discover why incident management is foundational to improving the support center's performance. ITIL defines incident management as, "restoring normal service as quickly as possible, with minimal disruption to the business."

This course helps establish what should be considered "normal service" within a company as well as determine business impact and prioritize incidents to "minimize disruption to the business."

This course presents experience-based, practical guidance as well as templates, quick wins, examples, and tricks for successfully implementing ITIL best practice methodologies for incident management, service requests, and event management.

What You Will Learn

  • Templates and tools to help the restoration process
  • Appropriate key performance indicators
  • How to design and implement the ITIL incident management and service request processes
  • Development and management work-arounds to "fix it fast"
  • How to conduct a process maturity assessment for incident management


Who Should Attend?

  • Managers, Process Owners, Practitioners and Stakeholders who need to gain a thorough understanding of how to deploy and/or assess and improve the Incident Management, Request Fulfillment, and Event Management processes in their organizations
Period: Duration: Location: Fee per seat: Status: Registration:
Propoint Solutions holds the following EXIN Accreditations

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Praise From Clients

Awesome instructor with many years of experience who brings a plethora of real-world examples.

– University of Utah


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Why Choose Us?

  • Experience
  • Integrity
  • Results
  • EXIN Accredited

Contact Info

Propoint Solutions
9910 Palisade Ridge Drive
Colorado Springs, CO 80920
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Free Consultation

We can answer any ITIL training and consulting questions you have, and help you select the best solutions for your company.

When you are ready, just give us a call at 888.264.0761 or Contact Us online.