Lesson 12: Incidents, Problems, Known Errors
The ITIL 3 Foundation exam will NOT be available after mid 2021.
Can you tell your incidents from your problems without making a known error about it all?
Based on AXELOS ITIL® material. Reproduced under licence from AXELOS. All rights reserved.
ITSM depends on a range of factors, how do you think we might categorise them?
- When does an incident turn into a problem?
- What is the “underlying cause of one or more incidents” called in ITIL?
- Why is saying sorry an important part of dealing with some incidents?
- Because it has affected the user, and if IT has failed them, there should be an apology.
Here you can submit your questions related to the content of the course. (For other questions, use the support system). The trainer's reply will be email to you in 48 hours.
This lesson is part of the first 30% of the course, which is available for free, even without registration.
You can purchase the course to access all lessons, additional material, and coaching:
More info and purchase options