SDEB028 Проект "Управлението на инциденти" (Project "Incident Management")
Анотация:
COURSE OUTLINE AND OBJECTIVES
The course introduces Students to incident management; how incidents vary focused on a variety of problems; what happens if incidents cannot be processed, documented. Students will get acquainted with basic procedures for incident management, classification, research and analysis, problem solutions, incident monitoring and tracking frameworks. They will face mainly the risks how systems handle incidents and how define basic parameters for the incident management system.
Преподавател(и):
Златозар Байраков
Описание на курса:
Компетенции:
COMPETENCIES
Successfully graduated students:
1) know:
What is an incident
How incidents vary based on the problems
What happens if incidents cannot be processed and documented?
2) can:
Practically intercept reported and specified incidents.
Define basic system requirements for handling incidents.
Предварителни изисквания:
Students have to bring along the following skills:
Working English
Computer skills
Contact center working skills
Форми на провеждане:
Редовен
Учебни форми:
Проект
Език, на който се води курса:
Английски
Теми, които се разглеждат в курса:
- Define how to effectively prioritize and categorize incidents to ensure timely and appropriate responses
- Identify key metrics and performance indicators to measure the success of incident management practices
- Analyze the structuring of incident response teams and the roles related to each member
Литература по темите:
Albreiki S, Simsekler MCE, Qazi A, Bouabid A (2024) Assessment of the organizational factors in incident management practices in healthcare: A tree augmented Naive Bayes model. PLoS ONE 19(3): e0299485
Remil, Y., Bendimerad, A., Mathonat, R., & Kaytoue, M. (2024). AIOps Solutions for Incident Management: Technical Guidelines and A Comprehensive Literature Review arXiv : 2404.013631.