Incident, problem, change and request: working the ITIL way at an MSP

Skills you'll practise

• Define incident, problem, known error, change and service request in plain words.
• Recognize patterns of incidents that need a problem record.
• Choose the right change type: standard, normal or emergency.
• Review a change request for test, rollback, window, communication and approval.
• Explain to a customer why a workaround isn't the end of the work.

Course outline

1. 1.Incident, problem, change and request: working the ITIL way at an MSPVideo · 4 min
2. 2.Four kinds of workLesson · 8 min
3. 3.Changes that don't cause incidentsLesson · 8 min
4. 4.Service requests and standard changes in practiceLesson · 8 min
5. 5.Incident, problem, change and request: working the ITIL way at an MSP: knowledge checkKnowledge check · 18 questions
6. 6.Final exam7 questions · passing it completes the course, so people who already know the material can test out

Sources it draws on

The lessons and questions are written from these references, so learners can go back to the original.

• ITIL 4 Foundation: incident management, problem management, change enablement and service request management (overview)
• AXELOS ITIL 4 glossary