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Provided by: Serebra Learning Corporation ITIL Problem and Change Management |
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Training
Provided by Serebra Learning Corporation
Every information technology (IT) system suffers unexpected problems and errors. These unexpected interruptions can be extremely costly in terms of lost productivity and lost customer satisfaction. The IT infrastructure library (ITIL) is the most widely accepted approach to IT service management (ITSM), and it can help organizations set up rigorous processes to identify, classify, and resolve problems and errors, as well as identify and implement appropriate solutions. The delivery and support of IT services are divided into core processes within ITIL. This course covers two service support processes: problem management and change management. This course is intended to help learners prepare for the IT Service Management Foundation Certificate exam. IT managers and support personnel who seek to improve and streamline the processes used to support the deployment of information technology within a business organization and targeted to individuals preparing for the IT Service Management Foundation Certificate exam
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ITIL Problem and Change Management
Audience
IT managers and support personnel who seek to improve and streamline the processes used to support the deployment of information technology within a business organization and targeted to individuals preparing for the IT Service Management Foundation Certificate exam
Topics
Objectives
- Problem Management
- identify the benefits of understanding the operations of the problem management process.
- distinguish between problems and known errors.
- identify activities within the scope of the problem management process.
- identify outputs of the problem management process.
- identify examples of problem control activities.
- prioritize examples of problems handled in a problem management process.
- match the error control activities with examples.
- identify the activities used for proactive problem management.
- identify the roles performed by a problem manager.
- identify critical factors for the success of the problem management process.
- identify the common problems associated with problem management.Change Management
- identify the benefits of understanding the change management process.
- distinguish between change requests and service requests.
- sequence the steps in the change management process.
- identify the outputs of the change man
About The Training Provider: Serebra Learning Corporation
Serebra Learning Corporation - Serebra Learning Corporation provides technology-based training solutions through a combination of Cortex, its proprietary learning management system (LMS), and a curriculum catalog with over 1, 825 current courseware titles. Founded in 1987 (as FirstClass Systems, with a name change to Serebra in 2001), Serebra has over sixteen years" experience delivering e-learning solutions to both...
