Course

101: Service Incident Management Fundamentals

This course provides you with a fundamental and detailed explanation of the working concepts and methods of service incident management, including its principles, scope of operation, roles and responsibilities, key artifacts, important concepts and methods, inputs, outputs, major activities, and key performance measures. The course also provides insights into the relationship of this subject with other elements of the service management framework, system and operating model. This course leverages and assumes you are familiar with the learning offered at the 100 level, and a pre-requisite for any 102 and 103 levels offerings on the subject.

10 Lessons
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An Introduction to this Course

Principles of Service Incident Management

Scope of Operation

Roles and Responsibilities

Key Artifacts

Concepts and Methods

Key Inputs

Key Outputs

Major Activities

Key Performance Measures