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 Course Benefits
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Course Highlights
This online training course provides you with a video tutorial that takes an in depth look at Incident and Problem Management. These processes are essential for service improvement and support, and will be the foundation for building and developing world class customer relationships.
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Course Materials
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Video Tutorial – engaging and practical with real life hints and tips
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Detailed download report – a summary of all the course content to keep and use
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Course Pre-requisites
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No previous IT or ITIL qualifications are required
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This is a non-accredited course with no exam
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Course Contents
Introduction
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What is an Incident?
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What is a Problem?
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The benefits of effective Incident and Problem Management
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Process goals and objectives
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The Incident and Problem Management Processes
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Process Steps, Roles and Responsibilities
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Reporting and Key Performance Indicators
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Toolsets and Automation
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Implementing Incident and Problem Management
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Implementation Approaches
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Implementation Challenges
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Communication and Cultural Change
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Building the Business Case
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Next Steps
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Building on your success
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ITIL Training Courses
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