Chapter 11

The Major Service Operation Processes

THE FOLLOWING ITIL FOUNDATION EXAM OBJECTIVES ARE DISCUSSED IN THIS CHAPTER:

• Unit 3: Generic concepts and definitions
  • 3-26. Incident
  • 3-27. Impact, urgency and priority
  • 3-29. Problem
  • 3-30. Workaround
  • 3-31. Known error
  • 3-32. Known error database (KEDB)
• 5-7. Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for:
  • 5-71 Incident management
  • 5-72 Problem management