IT Service Management
you have covered several aspects of IT Service Management. Within the IT field, Service Management requires a comprehensive understanding of many different aspects of IT. Conduct additional external research on the following areas:
Problem Management
Change Management
Configuration Management
Knowledge Management
Capacity Management
Availability Management
Develop a presentation that explains various aspects of each service management area. Additionally, compare and contrast Incidents and Fulfillment Request
Sample Answer
Introduction
- Brief overview of IT Service Management (ITSM)
- Importance of ITSM in modern organizations
- Outline of the presentation’s focus
Problem Management
- Definition and objectives
- Problem identification and classification
- Root cause analysis techniques
- Workaround implementation
- Knowledge capture and sharing
- Problem management metrics
Change Management
- Definition and purpose
- Change management lifecycle
- Change assessment and authorization
- Change implementation and testing
- Change failure and rollback
- Change evaluation and review