This four-day course focuses on the practical adoption and application of an incident management process and various activities associated with incident management as described in the ITIL® Service Operation publication. This course demonstrates through a series of practical, real-world exercises demonstrating how to establish and use incident management techniques to address real-world interruptions to and degradations of service. This course shows how leading organizations establish a method of consistently identifying and handling incidents using best practice guidance. This is a hands-on course that provides numerous exercises that give a real-world understanding of a consistent, predictable and repeatable approach to detecting and handling incidents.
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