Incident Management
Pluralsight
Course Summary
In this course, you will learn about the goals, objectives, interfaces and purpose of Incident Management, a key ITIL® process, and how it is used in real life. Case studies will illustrate the benefits companies have derived through process maturity. ITIL is a registered trade mark of AXELOS Limited.
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Course Description
In this course, you will learn about the specific goals and objectives, interfaces, and purpose of the Incident Management process, as well as how it is applied in real life. The course uses a case study approach to illustrate the benefits companies have derived through process maturity. This course also covers the basics of how the PDCA cycle can be used to assist in process improvement.
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Course Syllabus
ITIL® Overview- 21m 32s
—Introduction 2m 35s
—Services and Service Management 3m 4s
—Services and Value 5m 53s
—Utility and Warranty 9m 59sProcess Review- 43m 37s
—Process Overview 9m 22s
—Process Attributes 10m 9s
—CSFs and KPIs 14m 33s
—Process Maturity 9m 32sCase Study: Corey Harwood Productions- 25m 25sIncident Management Process- 29m 56sApplying the Incident Management Process- 45m 31sPrioritizing Recommendations- 17m 19sAdditional Considerations- 14m 59sConclusion and Summary- 7m 29s
This course is listed under
Project & Service Management
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