Join Mark Thomas for an in-depth discussion in this video Activities of incident management, part of Cert Prep: ITIL 3 Foundation.
-Okay, so let's take this box right here…called incident management and let's break it down…in some of the activities.…Remember the service desk owns every incident…throughout its life cycle.…There may be escalations that will have to take place.…But let's really figure out…where those things might take place here.…Okay?…So as you walk down, down the list of activities.…First of all we have to identify it.…We talked about this earlier.…We can identify that incident…through an alerting system, an event monitoring.…A service, a customer can call in the service desk…third party and so on.…
So it gets identified.…Then that ticket gets logged or that incident gets logged…in which case we have a date time stamp…to officially recognize that…that has been entered into the system. Okay?…We go through the categorization.…And on categorization many organizations…and it's a good practice to your categorization hierarchy…or schema where you have different selections…of drop down boxes and based on what you select through…the high level categories going to drive…
ITIL® is a registered trade mark of AXELOS Limited. This ITIL Foundations course is offered by Interface Technical Training, ATO of EXIN.
Skill Level Advanced
Qualification scheme3m 51s
1. Service Life Cycle
2. Service Management as a Practice
3. Key Principles, Models, and Concepts
4. Life-Cycle Phases
5. Life-Cycle Processes: Part One
6. Life-Cycle Processes: Part Two
7. Service-Management Functions
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