Join Mark Thomas for an in-depth discussion in this video Incident-management interfaces, part of Cert Prep: ITIL Foundations.
- Incident Management, as you can guess,…has interfaces with a lot of the processes…within the ITO frameworks.…Let's hit a couple of the key ones here.…So, first, we've got this SLM.…Service Level Management.…If you think about it, service level management helps…us drive certain time scales,…certain escalations and certain ways which we might…handle different incidence.…I've got Information Security Management.…We'd want to try to detect security related incidences…as quickly as possible because we may have…to escalate those directly to…the security management group, ok?…Capacity Management.…
Capacity Management, we may be looking at…capacity related issues.…Or capacity related incidence based on performance.…Availability Management.…Let's try to take a look at all those tickets…we have created through some trending.…So we can look at impacts to availability because…of downtime that these incidences have caused.…SACM.…Service Asset and Configuration Management.…The CI's, Configuration Items are affected.…We can hopefully, get a view of that configuration…
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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