ITSM Problem and Incident Management Workshop

Take the first step in superior Incident and Problem Management

Learn the core concepts of the KT Clear Thinking processes of Situation Appraisal, Problem Analysis, Decision Analysis, and Potential Problem Analysis. Gain a greater understanding of KT’s Performance System model—a Service Desk analysis process—as well as the prerequisites for successful implementation of our processes in an IT Service Operations environment.

This priSM® recognized workshop will prepare you for the BCS examination.

 

Our Solution

Practical, proven tools for a complex world

Employees will learn to use a systematic approach to respond to incidents and problems. The skills learned here are used by IT Service Managers worldwide to reduce Time-To-Close, increase First-Time-Fix, reduce spare parts usage, increase Customer Satisfaction, and maximize Customer Lifetime Value.

We build capability

Our goal is to build true capability within your people and organization. This is not achieved by skill development alone. Adoption is the driver of results. That’s why we work with you to maximize the ROI from your “people investment” by:

  • Clarifying your capability development objectives and how they tie to your business success
  • Identifying areas of emphasis for development and how the new skills will be applied inside your business
  • Helping you identify critical elements in your company’s performance environment that support or hinder the capability development process
  • Pre- and post-skill development support and coaching to ensure we maximize the skills transfer from the “workshop room” into the real world

Interested to Maximize your Return On Investment?  Learn more about our Results Model

Offered as a workshop. Go to our workshop section to see scheduled dates and locations.