Event, Incident, and Problem Management

ITIL®    |    Everyone
  • 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

  • 1m 37s
  • 3m 59s
    In this video, discover the different types of events. FREE ACCESS
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    3.  How Event Management Interacts with Other Practices
    2m 35s
    Discover how event management interacts with other practices. FREE ACCESS
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    4.  Incident Management
    11m 16s
    In this video, you will discuss the service management practice of incident management. FREE ACCESS
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    5.  Incident Escalation and Resolution
    3m 58s
    After completing this video, you will be able to describe incident escalation and resolution. FREE ACCESS
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    6.  How Incident Management Assists the Value Chain
    4m 16s
    In this video, find out how incident management can assist as part of the value chain and the service value system. FREE ACCESS
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    7.  Problem Management
    2m 47s
    Upon completion of this video, you will be able to discuss problem management, a service management practice. FREE ACCESS
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    8.  The Approach to Problem Management
    10m 28s
    During this video, you will learn how to describe the general approach to problem management. FREE ACCESS
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    9.  Planning and Interfaces of Problem Management
    4m 21s
    Find out how to discuss the linkages between problem management and other management practices when planning a response. FREE ACCESS
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    10.  How Problem Management Assists the Value Chain
    2m 11s
    Learn how problem management can assist in the service value chain. FREE ACCESS

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