Incident Management
Incident Management
Learn how to manage, resolve, and prevent IT incidents effectively using industry-standard incident management practices.
About Course
Incident Management is the process of identifying, analyzing, and resolving IT incidents to restore normal service operations as quickly as possible. This course covers incident handling procedures, root cause analysis, escalation processes, and best practices used in IT service management environments.
Topics Covered
- Ticket Case Management
- Complaint Handling Workflows
- SLAs and service quality
- Customer Satisfaction Measurement
Tools Used :
- Service Now
- Bomgar – Remote Desktop