ITSM Problem & Incident Management Workshop

Overview

Incident and Problem management are at the heart of customer support and are essential to support organizations transitioning to ITIL V3. Our systematic approach is used by IT Service Management to reduce Time-To-Close, increase First Time Fix rate, reduce No Fault Found, increase Customer Satisfaction and lower the cost of operating their organization. Learn the tools that are heralded as best practices for improving the performance of the support organizations.

KT ITSM Problem & Incident Management covers the core critical thinking skills of Situation Appraisal, Problem Analysis, Decision Analysis and Potential Problem Analysis in an IT Service Operations environment. You will also learn proven tools and techniques for the implementation of KT’s processes into an IT support organization to improve its performance. This workshop will prepare students for the ISEB Foundation Examination in KT ITSM Problem & Incident Management.

Prerequisites

Service and support professionals participating in or charged with improving incident and problem management according to ITIL standards. Managers seeking ways to build customer value and business results through service and support.

(Alumni of the KT ResolveSM, ATS or PSDM workshops in an IT environment looking for external accreditation as independent proof of their knowledge of KT’s rational processes are invited to take the examination portion)

Delegates will learn how to

During this workshop you will learn the topics that will prepare you for the ISEB Foundation Examination in KT ITSM Problem & Incident Management. Topics include the core concepts of the rational processes of Situation Appraisal, Problem Analysis, Decision Analysis and Potential Problem Analysis. You will also learn KT’s Performance System model, a Service Desk analysis process and models and pre-requisites for successful implementation of KT’s processes in an IT Service Operations environment.

You will have the opportunity to take the ISEB examination at the end of the workshop where available or through ISEB’s affiliation with the Prometric testing network at invigilated examination centers located worldwide.

Course Outline.

Introduction

• Familiarise candidates to the objectives of the course.
• Explain the concept of the 'thinking process'.
• Provide an opportunity for 'candidates' to discover their own issue resolution styles.
• Overview the steps of KT's rational process of Situation Appraisal, Problem Analysis, Decision Analysis and Potential Problem Analysis.
• Explain the role that these four

Situation Appraisal

• The definition of an incident and a concern.
• "List Threats and Opportunities".
• "Separate and Clarify".
• "Set Priority".
• "Plan Next Steps".
• Questioning in Situation Appraisal.

Problem Analysis

• The definition of a problem.
• "Describe Problem".
• "Identify Possible Causes".
• "Evaluate Possible Causes".
• "Confirm True Cause".
• Questioning in Problem Analysis.

Decision Analysis

• The definition of a decision.
• "Clarify Purpose".
• "Identify Alternatives".
• "Evaluate Alternatives".
• "Make Decision".
• Questioning in Decision Analysis.
• Effectively "Present Recommendations".
• Effectively "Assess Recommendations".

Potential Problem Analysis

• The definition of an action and a plan.
• "Identify Potential Problems".
• "Identify Likely Causes".
• "Take Preventive Action".
• "Plan Contingent Action and Set Triggers".
• Questioning in Potential Problem Analysis.

Questioning and Listening Skills

• Questioning in KT's rational processes.
• Characteristics of effective questions.
• Techniques of "Open" and "Closed" questioning and their purposes.
• The two techniques of "Questioning to the Void" and their purposes.
• The difference between "Process" and "Content" questions.
• The concept of "Handling Answers".

Problem Analysis Techniques

• Build on basic Problem Analysis concepts to understand advanced Problem Analysis concepts.
• Use Problem Analysis concepts for "Start-Up Problems".
• The "Stable", the "Multiple" and the "Fluctuating" types of Start-Up Problems.
• Use Problem Analysis concepts for "Intermittent Problems".
• "Think Beyond the Fix".
• Purpose and use of Dead Time Studies.

Implementation and Analysis Techniques

• The Performance System model and how it is used to help install change initiatives
• Analysing an existing Incident and Problem Management implementation to assess future usage potential of Situation

  Appraisal and Problem Analysis

• Link the 4P model to the implementation of KT's processes
• Identify the value of a KT implementation in an ITIL framework

Examinations

Leads to the following exam(s)

• ITSM KT PIM IT Service Management Exam

Certifications

Leads to the following certification(s)

• ITSM KT PIM Certificate in IT Service Management