A Comprehensive Guide to Incident and Problem Management

In the era of digital transformation, the IT Service Management landscape is undergoing a significant shift. IT processes once considered support functions, have now become strategic imperatives for businesses worldwide.

Amid the continuous digital evolution, maintaining impeccable IT service quality is crucial and to achieve that, businesses should understand ‘Incident Management’ and ‘Problem Management’, the two fundamental pillars of ITSM.

The essence of these concepts lies in improving the ability to mitigate incidents and identify underlying problems proactively.

This eBook will help you master the two disciplines, establish clear roles and responsibilities, and promote continuous improvement.

What You’ll Learn -

• Difference Between Problems and Incidents in ITIL
• Incident Management: Importance & Process Flow
• Problem Management: Key Benefits & Lifecycle
• Incident Management vs. Problem Management
• Best Practices for Problem and Incident Management in ITIL