Call and Incident Management Course
The ExpertDesk Basic Course: Call & Incident Management is a practical one-day course, which teaches the basics of the ExpertDesk application. The training combines lectures and exercises, covering the Call and Incident Management process and at the same time explaining how to use the ExpertDesk User’s Interface. Apart from an insight into call and incident processes, students familiarize themselves with the different roles given to members of an organisation.
Course Objectives
At the end of this course, students:
Process knowledge
- Are familiar with the concept of tickets and tasks
- Are familiar with the responsibilities of groups and individuals within the process
- Know the basic concepts and terminologies used within the process such as service process, service, CI, status, progress notes and commitment
- Can differentiate roles, users and groups within the incident management process
Basic ExpertDesk skills
- Log on to ExpertDesk
- Use basic Action Request System user tool functions
- Use basic Action Request System search capabilities
- Employ standard report functionalities
- Create macros
- Work with the ExpertDesk start panel
- Utilize the Alert tool
- Are familiar with the standard ExpertDesk interface
- Browse through the ExpertDesk forms
ExpertDesk skills for Incident Management
- Create new incident tickets
- Add attachments to a call or incident ticket
- Add affected CI’s to a call or incident ticket
- Pick up new tickets and processing them
- Create tasks for resolving agencies (business groups)
- Know the incident management status transitions and the associated actions
- Understand CI correlation indication and being able to use this information to check for tickets with the same origin or cause
- Perform the link mechanism in ExpertDesk
- Are able to send e-mail from an incident ticket or a task
- Use the knowledge base and scripting mechanism as an aid for solving tickets or tasks.
Student Profile
The training course is suitable for employees, end-users, management or administrators who work with ExpertDesk. Students must have basic PC knowledge to participate in this course. Knowledge about the Incident Management procedures and ITIL is an advantage.
Course Information
The ExpertDesk Basic Course: Call & Incident Management is a 1-day course.
Each course is given to a minimum of 5 and a maximum of 10 students.
The fee per student is € 450,-.
Questions? Contact our Training department
