Event, Incident, and Problem Management

  • 10 Videos | 47m 28s
  • Includes Assessment
  • Earns a Badge
There's a number of important service management practices identified by ITIL. In this course, you'll begin by exploring monitoring and event management. Then you'll discover incident management. Finally, you'll learn about problem management. This course was originally created by Global Knowledge (GK). 

WHAT YOU WILL LEARN

  • discuss the service management practice of monitoring and event management
    describe the different classifications of events
    discuss how event management interacts with other practices
    discuss the service management practice of incident management
    describe incident escalation and resolution
  • discuss how incident management can assist as part of the value chain and the service value chain
    discuss the service management practice of problem management
    describe the general approach to the problem management process
    discuss the linkages between problem management and other management practices in planning a response
    describe how problem management can assist in the service value chain

IN THIS COURSE

  • Playable
    1. 
    Monitoring and Event Management
    1m 37s
    UP NEXT
  • Playable
    2. 
    Event Classifications
    3m 59s
  • Locked
    3. 
    How Event Management Interacts with Other Practices
    2m 35s
  • Locked
    4. 
    Incident Management
    11m 16s
  • Locked
    5. 
    Incident Escalation and Resolution
    3m 58s
  • Locked
    6. 
    How Incident Management Assists the Value Chain
    4m 16s
  • Locked
    7. 
    Problem Management
    2m 47s
  • Locked
    8. 
    The Approach to Problem Management
    10m 28s
  • Locked
    9. 
    Planning and Interfaces of Problem Management
    4m 21s
  • Locked
    10. 
    How Problem Management Assists the Value Chain
    2m 11s

EARN A DIGITAL BADGE WHEN YOU COMPLETE THIS COURSE

Skillsoft is providing you the opportunity to earn a digital badge upon successful completion of this course, which can be shared on any social network or business platform

Digital badges are yours to keep, forever.
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