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ITIL® 4: 15 practices covered at the Foundation level, part 2

ITIL® 4: 15 practices covered at the Foundation level, part 2 - ITIL Tutorial

From the course: Learning ITIL®

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ITIL® 4: 15 practices covered at the Foundation level, part 2

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- [Instructor] Here is the second half of the 15 ITIL 4 practices covered at the foundation level. Knowing how deployment management has been separated in the ITIL 4 practice where it was combined in the release and deployment management process in ITIL V3. Let's have a look at these practices. The next ITIL 4 practice is incident management which is roughly equivalent to the ITIL V3 incident management process. It's the practice that goes after things that are broken to get them fixed quickly. Where things that are broken can range from a service being down to an individual user having trouble using new features of the software. The next ITIL practice is problem management, which is roughly equivalent to the ITIL V3 problem management process. It's where we go after the root cause of one or more incidents. You can think of incidents as specific instances of a user or a service being impacted and each instance being a…

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