Getting Incident and Problem Management Right 
(Arabic Webinar)

Presenter:	Rania Al-Maghraby, OPM3, PMP, ITIL, MSc. Owner & General Manager, OneWayForward Inc.,Founder, President, and GM, EAITSM / itSMF Egypt
Date:	Wednesday, September 25, 2013
Time:	11:00 AM UAE, Oman | 10:00 AM Saudi Arabia, Kuwait, Bahrain, Qatar | 9:00 AM Egypt
Duration:	60 Minutes

This webinar will cover the subject of Incident and Problem Management based on ITIL framework for IT Service Management. We will define incidents and problems, see how to categorize them, the several activities to deal with incidents and problems, and the supporting systems and techniques. The discussion is mainly targeted to IT service provider organizations and how they can implement these practices. The presentation will be in English with the speaker commentary in Arabic. 

Webinar Agenda:

            * Service Operation Stage of the Lifecycle 
            * Events, Incidents, and Problems 
            * Impact, Urgency, and Priority 
            * Incident Management Process Activities 
            * Known Errors and Workarounds 
            * Problem Management Process Activities 
            * Root Cause Analysis Methods 

About the Speaker - Rania Al-Maghraby, OPM3, PMP, ITIL, MSc

           * Is the Founder, President, and GM, EAITSM / itSMF Egypt
           * Owner & General Manager, OneWayForward Inc.,

Note: Free Webinar

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