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

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Chapter 2Incident and Problem Management

THE FOLLOWING ITIL OPERATIONAL SUPPORT AND ANALYSIS CAPABILITY INTERMEDIATE EXAM OBJECTIVES ARE DISCUSSED IN THIS CHAPTER:

  • images Incident management and problem management are discussed in terms of their
    • Purpose
    • Objectives
    • Scope
    • Value to the business, and to the service lifecycle
    • Policies, principles and basic concepts
    • Process activities, methods and techniques and how they relate to the service lifecycle
    • Triggers, inputs, outputs and interfaces
    • Information management within the process
    • Roles
    • Challenges and Risks
    • Using critical success factors and key performance indicators to check the effectiveness and ...

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