Incident, Problem and Major Incident Management
Restoring service fast and stopping problems from coming back: incident handling, major incident processes, problem management and root cause analysis.
ITSM-201 Year 2 3 credits 12 lessons planned ▶ Video lessons coming soon
Offered by HSM University · IT Service Management
Course content
- 1Incidents, problems and known errorsComing
- 2The incident management processComing
- 3Classification, priority and service levelsComing
- 4Swarming and tiered supportComing
- 5Major incident managementComing
- 6Communicating during an outageComing
- 7The problem management processComing
- 8Root cause analysis techniquesComing
- 9Known error databases and workaroundsComing
- 10Trend analysis and proactive problem managementComing
- 11Metrics for incidents and problemsComing
- 12Capstone: a major incident reviewComing
Requirements
Recommended background. You can start any course at any time.
Description
Restoring service fast and stopping problems from coming back: incident handling, major incident processes, problem management and root cause analysis.
Part of the Information Technology stream, typically taken in year 2.