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ITIL Intermediate Certification Companion Study Guide by Liz Gallacher, Helen Morris

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Chapter 34 Service Operation Processes: Incident and Problem Management

THE FOLLOWING ITIL INTERMEDIATE EXAM OBJECTIVES ARE DISCUSSED IN THIS CHAPTER:

  • ✓  Incident management and problem management are discussed in terms of
    • Purpose
    • Objectives
    • Scope
    • Value
    • Policies
    • Principles and basic concepts
    • Process activities, methods, and techniques
    • Triggers, inputs, outputs, and interfaces
    • Critical success factors and key performance indicators
    • Challenges
    • Risks

 The syllabus for the intermediate service operation exam covers the managerial and supervisory aspects of service operation processes. It excludes the information management aspects of the processes ...

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