Event, Incident, and Problem Management Overview/Description Expected Duration Lesson Objectives Course Number Expertise Level Overview/Description 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).
Expected Duration (hours)
0.8
Lesson Objectives Event, Incident, and Problem Management
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
Course Number: it_acsmgk_04_enus
Expertise Level
Everyone