From the course: Putting ITIL® Into Practice: Applying ITIL® 4 Foundation Concepts

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Service management practices, part 2

Service management practices, part 2 - ITIL Tutorial

From the course: Putting ITIL® Into Practice: Applying ITIL® 4 Foundation Concepts

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Service management practices, part 2

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- [Instructor] Incident management is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible. Incident management goes after things that are broken to get them fixed quickly, and where things that are broken can range from a service being down to a user having trouble using a new feature in their software. Let's use way number four, improve moments of truth, to apply here. ITIL has the advice shown here for incident management. List these pieces of advice on a whiteboard. Now create a column and write in one recent instance of a moment of truth for each. For that moment of truth, ask, how could we have improved the interaction? Now ask, how could we have improved the setting in which the action took place? Use the answers as a basis for quick win improvements. Let's apply using the second way, enlightening and empowering people. ITIL lists who may be…

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