Practices in detail I — desk, incident, problem, request: ITIL 4 Foundation topic guide
Practices in detail I — desk, incident, problem, request carries 24.5% of the ITIL 4 Foundation blueprint used in this course, the largest of its 8 weighted areas. It spans 10 concepts. The course teaches it in 1 study unit: Practices in detail I — desk, incident, problem, request.
What Practices in detail I — desk, incident, problem, request covers
- How are incidents PRIORITIZED? — PeopleCert ITIL 4 Foundation Candidate Syllabus v4.2.0, AC7.1c
- How do MAJOR incidents and cross-team work fit incident management? — PeopleCert ITIL 4 Foundation Candidate Syllabus v4.2.0, AC7.1c
- How are incidents RECORDED and linked? — PeopleCert ITIL 4 Foundation Candidate Syllabus v4.2.0, AC7.1c
- Name and order the THREE PHASES of problem management. — PeopleCert ITIL 4 Foundation Candidate Syllabus v4.2.0, AC7.1d
- What is a WORKAROUND, and where does it live? — PeopleCert ITIL 4 Foundation Candidate Syllabus v4.2.0, AC7.1d
- How do incident and problem management FEED each other? — PeopleCert ITIL 4 Foundation Candidate Syllabus v4.2.0, AC7.1c/d
- How SHOULD service requests be fulfilled? — PeopleCert ITIL 4 Foundation Candidate Syllabus v4.2.0, AC7.1e
- What counts as a SERVICE REQUEST — and what doesn't? — PeopleCert ITIL 4 Foundation Candidate Syllabus v4.2.0, AC7.1e
- Through which CHANNELS does a service desk capture demand? — PeopleCert ITIL 4 Foundation Candidate Syllabus v4.2.0, AC7.1f
- What SKILLS does service desk staff need — and what desk structures exist? — PeopleCert ITIL 4 Foundation Candidate Syllabus v4.2.0, AC7.1f
Common mistakes in Practices in detail I — desk, incident, problem, request
- Workaround treated as a resolution
- Workarounds documented outside problem records
- Problem phases out of order or duties mis-assigned
- Broken service logged as a service request
- The desk expected to RESTORE service (it captures demand)
Key terms for Practices in detail I — desk, incident, problem, request
prioritization · business impact · urgency · major incident · swarming · problem identification · problem control · error control · workaround · service request · single point of contact (SPOC) · follow-the-sun · empathy · emotional intelligence
How Practices in detail I — desk, incident, problem, request connects to other areas
- How are incidents PRIORITIZED? links to Purpose of INCIDENT MANAGEMENT? — Practice purposes and key terms
- How are incidents PRIORITIZED? links to Define INCIDENT. — Practice purposes and key terms
- Name and order the THREE PHASES of problem management. links to Purpose of PROBLEM MANAGEMENT? — Practice purposes and key terms
- Name and order the THREE PHASES of problem management. links to Define PROBLEM. — Practice purposes and key terms
- Name and order the THREE PHASES of problem management. links to Define KNOWN ERROR. — Practice purposes and key terms
- How SHOULD service requests be fulfilled? links to Purpose of SERVICE REQUEST MANAGEMENT? — Practice purposes and key terms
- What counts as a SERVICE REQUEST — and what doesn't? links to Purpose of SERVICE REQUEST MANAGEMENT? — Practice purposes and key terms
- Through which CHANNELS does a service desk capture demand? links to Purpose of the SERVICE DESK? — Practice purposes and key terms
Official references for Practices in detail I — desk, incident, problem, request
- PeopleCert ITIL 4 Foundation Candidate Syllabus v4.2.0: AC7.1c, AC7.1d, AC7.1c/d, AC7.1e, AC7.1f
In the app this area comes with 10 memory cards and 20 module-quiz questions in the full course.