Summary

In this chapter, we explored two of the major processes in the service operation lifecycle stage, covering the purpose, objectives, scope, basic concepts, process activities, and interfaces for incident management and problem management.

We examined how each of these processes supports the other and how each interfaces with other processes from other stages of the service lifecycle. You gained an understanding about the importance of these processes to the business and to the IT service provider.

We examined the following key ITIL concepts:

• Incident
• Impact
• Urgency
• Priority
• Problem
• Workaround
• Known error
• Known error database (KEDB)