The Operational Processes in Practice

Purpose: 

1. To establish a common terminology
2. To understand and optimize the capabilities for incident and problem management handling
   (mapping what to how) 
3. To understand the potentials and value, using the right processes for the right focus and techniques.
4. How to use the processes in practice
   (hands on and concrete techniques)

Content:

• Operational processes
  Incident & Problem Management
  
• Scope & interfaces
  Learn to optimize the processes
  
• Process specific activities
  Service Restoration and Root Cause Analysis
  
• Critical Success Factors
  Measure - Manage - Improve
• Knowledge Management
  Utilize knowledge for wisdom (DIKW)

Type:

• Classroom Training

Duration:

• 2 days (0900-1700)

Participants (target audience):

• Operational Resources
  (e.g. incident managers, problem managers)
• Service Desk resources
• Managers for operational support teams
• Service Level Managers
• Business Relation Managers
• Development Resources

Included:

• Training material
• Meal package incl. beverages
• Inspiring and central venues

The why!

Efficiency increase of 100% in one year!

The ZANGAARD training ambition is to enable the participants to actually use the newly aquired skills in reality.
By using the new techniques, knowledge and insights, you'll reach a ROI of +100 within one year. Guaranteed!

Do you dare NOT to invest in knowledge?