Course: ITIL® 3 Foundation eLearning Course

Section: The Basics

Sub-Section: Mastering the Jargon

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?

Self Evaluation

  1. When does an incident turn into a problem?
  2. What is the “underlying cause of one or more incidents” called in ITIL?
  3. Why is saying sorry an important part of dealing with some incidents?