From the course: IT Service Management Foundations: Problem Management
What you should know - ITIL Tutorial
From the course: IT Service Management Foundations: Problem Management
What you should know
- Before jumping into the world of problem management, it would be helpful to have some background with basic service management processes, such as help desk, incident, change and knowledge management. If you don't, not to worry, instead, try to recall your last few experiences with customer service. How did they make you feel? What kind of questions did they ask? And how long did it take? Experience with troubleshooting basics would also be a plus. It could be as complicated as when you helped find the root cause to a tough problem, or when you triumphed over putting together Ikea furniture. Both require a similar set of skills, and getting in that mind frame can really help improve the uptake of knowledge in this course. Finally, you may already perform a lot of these skills and techniques, but perhaps you've not slowed down to think about doing them deliberately or in the specific order that I suggest. With that in mind, have an open mind about learning. I hope to help you use these skills in a wide variety of situations, from business to personal, and both in and out of IT.
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