IT Service Management

ITIL 4 practices, service desks, incident/problem/change management, service catalogs, and continual improvement.

Topics

Lessons

CAB, change types, risk assessment, deployment coordination

Detection, escalation, triage, RCA, known error database

CMDB, lifecycle management, license compliance, discovery

Service value system, practices, continual improvement

Ticket management, knowledge bases, SLA tracking, ServiceNow