Join Mark Thomas for an in-depth discussion in this video Incident models, part of Cert Prep: ITIL Foundations.
- Okay, you might remember we talked in, Change Management,…we talked about Change models,…and some of the characteristics of different models…for different types of changes,…well the idea is about the same here in Incident Management.…We should have different types of models,…we should have a core incident management process,…but different models that might support that,…for example, you may have many incidents…that you see on a repeating type of basis,…of course the idea is to remove those repeating incidents…with Problem Management, but you may have some…that have like characteristics, so you can determine a model…which you can have some predefined steps…to be able to handle that, okay.…
So, Incident Models, remember repeatable, predefined steps,…to deal with a particular type of incident.…And so, there's a certain predetermined way…in which we handle those.…Sometimes you may have a particular type of incident…that deal specifically with certain suppliers…and there's a certain model with…which we engage those suppliers to handle that.…
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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