P01

Welcome and Introductions

General introductions and logistical items.

Lesson 01: Incident Management Origins and Universal Concepts

This lesson explores the origins of incident management and universally applicable concepts, and includes:

• Definition of an 'incident' across industries
• Common characteristics of an incident
• Common problems of managing incidents
• History of incident management
• Key elements of an incident management system
• Key universal concepts
• The National Incident Management System (NIMS)
• Different types of incidents
• Unity of Command
• Scope of Control
• Authorized Incident Response (AIR) plan
• Command Transfer and Escalation
• The elements of the 'communication equation'

P02

Lesson 02: Introduction to the Universal Service Management Body of Knowledge (USMBOK)

This lesson provides a brief overview of the USMBOK, including:

• Principles of the Service Economy
• Progression of Economic Value and Experiential Service
• What is a service?
• What is service management?
• What is IT Service Management?
• What is Business Service Management?
• The Management Imperatives
• Bad Habits of Inside-Out Thinking
• The Outside-In Discipline
• The Outside-In, Inside-Out Continuum
• Managing the Service Encounter
• Customer Experience Management
• Measuting the Quality of Service
• Vital Service Equations - Value and Expectation
• Basic Service Provider model
• What is a Service Management System?
• The Service Request
• The Service Lifecycle & Transaction Engine
• The Role Continuum & Knowledge Domains
• Knowledge Areas and Competencies
• Governance, Risk and Compliance
• Managing Service Complaints
• Cloud 101:Introduction, Reasons Behind, NIST Framework
• The Service Management Cloud

P03

Lesson 03: Introduction to Service Operations Management

This lesson provides an overview of the Service Operations Management knowledge domain within which Service Incident Management is a knowledge area.  Topics include:

• What is service support?
• Key elements of service support
• The 'excellent support' equation
• The service support lifecycle
• What is a 'service incident'?
• What is 'service incident management'?
• Planning for incident management
• Relationship between an event and an incident
• The incident lifecycle
• Key roles in service incident management
• Benefits and problems
• Key artifacts
• Key concepts and methods
• Key inputs and outputs 

P04

Lesson 04: The Fifteen Major Activities of Service Incident Management

This lesson describes the 15 major activities performed by service incident management, and for each activity 3 main influences, and 5 sub-activities.  The activities include:

• Detect
• Record
• Identification
• Classification
• Verify Entitlement
• Prioritization
• Escalation & Notification
• Assignment
• Diagnosis & Cause Analysis
• Recover
• Resolve
• Restore
• Complete
• Close
• Report

In this session participants will use table-top simulations to understand basic theory of operation and best practice principles, how to develop godo practice statements, and identify opportunities for improvement.

P05

Lesson 05: Key Performance Measures, Governance, Integration and Interoperation

This lesson describes the key concepts of key performance measures and their relationship to performance management framework described within the USMBOK. It also discusses governance, and the integration and inter-operation of the practice with other elements of the service management system.  The topics include:

• What is a Key Performance Measure?
• Types of Qualitative and Quantitative measures
• Introduction to the Performance Management Framework
• Key Result Area (KRA)
• Key Performance Indicator (KPI)
• Key Performance Target (KPT)
• Vital Mission Activity (VMA)
• Service Level Objectives
• Service Level Indicator
• How Vital Mission Activities Relate to Objectives
• How Stakeholders are Impacted
• Performance Measurement
• What is Governance?
• Stakeholder Interest, Regulations Management
• Elements of a Governance Framework
• Leveraging SCARI Charts to Describe Interest
• Integration & Interoperation of the Practice
• The Practitioner's Triangle
• Implementation Planning - Common Principles
• Transformation Considerations

P06

Lesson 06: How to Assess the Maturity of Your Practice

This lesson provides guidance and a method on how to assess the capability (maturity) of a specific knowledge area, or practice.  The topics include:

• Key principles of assessing a capability management
• What is an assessment?
• A capability evaluation model
• Capability scoring
• The need for a systematic continuous improvement process
• The Lean Continuous Improvement Engine
• Scoring specific scenarios

Webinar

The webinar format of this class consists of two one hour webinars presented on the same day, with a short break between each session. Parts 5 and 6 are excluded and may be addressed in alternate webinar sessions.  This is a fee based webinar and all fees must be paid in full prior to the student receiving access codes to the webinar and supporting materials.

Each Registrant Receives aClass Workbook

Each authorized attendee receives an electronic copy of the Service Incident Management 102 class workbook (e-book), of more than 270 pages.  The e-book requires an access key, distributed to registrants who have paid the requested fee.  

If You Miss a Session, is it Recorded?

The sessions are not recorded, they are instructor led and interactive.  If for any reason you miss a session, you can request to attend the next scheduled delivery of that session, at no additional charge. 

How Many Persons Can Attend a Webinar for the Fee?

The fee is for one connection, and one copy of the materials.  Any number of persons may view that session.  The use of the e-book is restricted to a specific computer and has print and copy/paste disabled.

Classroom

This class is available as part of a publicly scheduled program, and onsite delivery.

This content of this program is available in a classroom format, delivered through a publicly available schedule, or a dedicated onsite session.  In its classroom format the program offers an experential approach using table-top simulations and team workshops.  

The shortest class format is 3 days.  The class format is customizable and supports a one day format designed to introduce a team to the key concepts of the subject matter, centered around the same table-top simulations used in the longer format.

Please contact us directly for onsite pricing and availability.