Incident Management for Help Desk Staff

Do you have responsibility to respond to the unpredictable when a user request arrives at the help-desk it has to be responded to?

What happens when that request is immediately serious or when its seriousness grows slowly?

How does your organisation mange incidents?

You Will Learn To

Apply a procedural, defined process for coping with the unexpected or unprecedented.

Create Incident Management system for use by your help-desk function and the 2nd and 3rd line support resources they rely on to keep the business working.

Duration

Standard Full Course 4 Days
0900 to 1630 formal class hours (1630 onward informal/ optional time for discussion of “topics raised on the day” and demonstration of relevant software tools if wanted), 1530 finish on last day.

Course Benefits

Understand how to handle the technical and the PR elements of incidents, the coordination and escalation processes. In short be equiped to deal with the tough challenges outside of day-to-day activity as effectively as the routine responsibilities.

Who Should Attend

Anyone and everyone involved in the set-up, supervision and operation of incident response teams from help-desk to 3rd line support.

Content

Managing Incidents

Agenda, Exercise: Introductions , Objectives, Route map to the objectives, Where are we now ?, Current Problems, Service Catalogue, Service Catalogue, The IT Asset List, Assets Under Management, Stakeholders, How are stakeholders impacted ?, Definitions, Crisis definition, What Is The Current Incident Management Process?, Incident Management Process , Incident Process Map, Incident Problem Cycle, Typical IT Service Delivery Stack, Summary.

Incident Response

1st 2nd and 3rd line, DS10 Managing Problems and Incidents, DS10 Manage Problems and Incidents, DS10 Manage Problems and Incidents, Incident Problem Cycle, Responding to a Crisis.

Crisis Response Steps

Identify A Crisis Has Occurred, Incident or Crisis ?, Effect of Time on Priority, Recovery Time Objective (RTO), Recovery Point Objective (RPO), Update Catalogue & Asset list.

Start Managing The Incident

Declare Crisis Response, Crisis Communications, Establishing Correct Communications , Communications Plan, Stakeholder Groups , Decision Making, Communications Plan, Crisis Communications , Communications Plan Content, Crisis Communications Rules, Information Gap, Crisis Communication Rules, Stakeholder Map, Assess Stakeholder Significance, Stakeholder’s Stakeholders, Stakeholder Icons, Update Stakeholder & Communications Plan, Communications Templates, Record Keeping for Incident Management, Incident / Problem Records.

Diagnose the crisis

Analysis Techniques, Problem Analysis, Kepner & Tregoe, Brainstorming 1, Affinity grouping, Event Tracing, Ishikawa Fish Bone , Identify & Analyse.

Resolve the Cause

Step-down, Step Down the Response, Post Incident Opportunity, Opportunity List, The 11th Step, Comprehensive List of Causes, Summary.

Pro-active Crisis Management

Crisis Response Teams, Team Charters, Roles & Responsibilities, Response Team’s Charter, Timescales & Actions, Crisis Response Plan, Preparing for incidents, Help Desk, Crisis budget.

Service Level Management

DS1 Defining and Managing Service Levels, DS1 Define and Manage Service Levels, SLAs, Maturity Model, Define Service Levels, Manage 3rd Party Service.

Establishing SLAs retrospectively

Business Impact Analysis, BIA Outputs, Participants in BIA, Gathering BIA data, Gathering BIA Data, Assessing Impact , Assessing Impact, Qualitatively, Quantitative Metrics, Impact Varies With…, Context, Business Cycles, BIA Outputs, Technical Impact Analysis, Dependency Modelling , Application Linkages And Synchronizations  Typical Application Interdependence, Out-sourced Services, Manage 3rd-party Service, Out-sourced Services.

Proactive Actions

Risk – Probability & Impact, Risk Management Steps, Risk description, Threat assessment, Threat identification techniques, Threat Identification, Management’s IT Concerns, Problem Coding Structure, Problem Coding Structure, Identify Threats, Risk Sizing, Risk Assessment, Risk Assessment Matrix, Risk Identification and Sizing.

Response Development

Risk Response Planning, Risk Response Hierarchy, Risk Preventative Response, Identify Controls in Each Class, Risk interactions, Response development, Risk response, Contingency actions, IT Contingency, Fail-over & DR, DRP, Ensuring Continuous Service , Continuous Service SLA maturity Model.

Managing Change

Common Cause of Incidents, Change Management Process, AI6 Managing Changes, AI6 Managing Changes, Manage Changes, SCM Environments, All Distribution Is From the CMDB, Environment CI, Environments, AI5 Installing & Accrediting Systems, AI5 Installing and Accrediting Systems, Install & Accredit Systems, Delivering Incident Hardened Systems, AI3 Acquiring and Maintaining Technology Infrastructure, AI3 Acquire and Maintain Technology Infrastructure.

Applying the course to the workplace

Applying The Learning, Stakeholders, Deliverable’s  Tasks, Participants & Estimates, Dependency & Schedule, Risks & Opportunities, Course Summary.

Workshops

The course uses a variety of exercises and workshop sessions depending on the format selected.

In general: tools and techniques are introduced and practised via multiple exercises.
Concepts and application is clarified through application to a case-study.