Case and Incident Managment - Product Implementation Course
Course Overview:
The MetricStream Case and Incident Management product is the core component of an effective compliance program. It standardizes the process of collecting information about a case or an incident which must be efficiently handled throughout the various processes related to reporting, communication, investigation, analysis, resolution, and closure.
Level Advanced
Content 3.5 Hours
Practice 3 Hours
Q&A with MSU 2 Hours
Pre-Requisites Familiarity with concepts on Internal Audits
Certification Awarded* MetricStream Certified Case and Incident Management Implementation Associate
Learning Objectives:
This course enables you to configure best practice workflows to streamline case and incident management process using MetricStream’s Case and Incident Management product. The course covers reporting and triaging of cases/incidents, identifying case/incident owners, investigating and tracking of cases or incidents leading to an elaborate remediation or corrective action process.
The training is focused on making trainees understand the features, process, workflows, and functionalities of the Case and Incident Management Product. At the end of the training, practice and certification, trainees will have knowledge on how to implement and perform basic configurations on the product which includes knowledge on:
· Product Functionality & Use Case Workflow Usage
o Understand benefits of the Case and Incident Management product.
o Understand key components in Case and Incident Management
o Understand the standard roles in Case and Incident Management
o Reporting First Line Cases/Incidents
o Reporting Second Line Cases/Incidents
o Triaging Cases/Incidents
o Remediation of Cases/Incidents
o Investigation of Cases/Incidents
o Manage Issues and Actions
Product Configuration
o Configuration Workbooks
o Updating IA LOVs
o Updating IA Data Tables
o IA Configuration Parameters
Product/Use Case Setup
o Setup Auditor Profile and Milestones
o Upload Audit Data
o Perform Risk Assessment Setup
o Create Timesheet Policy and Timesheet
Practice & Facetime with Instructor:
Once you start the course, please reach out to MSU at [email protected] to get a practice instance allocated. Upon completion of course content and enough practice, reach out to your MSU instructor for your 2-hour Q&A session to clarify and address any open questions.
Certification (Optional):
To be certified, you need to score a minimum of
75% on both the objective and practical assessment. You are allowed a maximum
of 2 attempts to pass the certification tests. Please reach out to the
instructor once you are ready for assessment. The maximum duration allowed for
appearing for assessment is 2 weeks from the course assignment date.
Course content
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Lesson Case and Incident Managment Product Overview and Navigation
The MetricStream Case and Incident Management product is the core component of an effective compliance program. It standardizes the process of collecting information about a case or an incident whi...
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Lesson Reporting First Line Cases/Incidents
At this stage, the first-line reporters as business users can provide the basic details of a case or incident while reporting.
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Lesson Reporting Second Line Case or Incidents
At the stage, the second-line reporters, in addition to the basic details, they can provide more information for a case or incident while reporting.
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Lesson Triaging
In the Triage stage, the triage user assigns the case to the case/incident owner based on the Type and Category of the case or incident reported.
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Lesson Remediation
At this stage, the Case or Incident Owners, can perform root cause analysis of the case/incident by analyzing and adding investigations to probe further and move the cases towards resolution.
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Lesson Investigation
In the Investigation stage, the investigators, investigate the case/incident, they can document the root causes and log issues and findings for further analysis by the case/incident owner(s).
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Lesson Approval and Closure
Approval and Closure of Case or Incident
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Lesson Issues
The Issues module supports the identification and evaluation of issues as well as case investigation and tracking leading to an elaborate remediation or corrective action process.
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Lesson Creating & Approving Issues
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Lesson Managing Issues
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Lesson Monitoring & Closing Issues
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Lesson CIM: Product Setup
Case Administrator can setup and manage configurations/utilities for the product. All the setup activities such as establishing hierarchy for case classification, defining the required triage, owne...
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Lesson CIM: Product Configuration
This unit covers configuration topics enabling you to populate configuration workbooks, updating LOVs and Data Table on forms and defining workflow parameters.
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Lesson CIM: Product Administration
This unit will enable you to provision, deactivate and map users to various roles in the CIM product.
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Lesson CIM: Practice
Please reach out to your trainer for credentials to the practice instance before starting this unit.
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Lesson Assessment and Certification
Thank you for completing the Internal Audit Course. Kindly reach out to your instructor at [email protected] for access to the following certification assessments:Participants are requi...