This module covers how the process of incident management
contributes to OSA practices.
A complete overview of the objectives, scope and importance
of incident management as a process to generate business value are explored.
Incident management policies, principles, concepts, activities, methods and
techniques are explained in relationship to OSA practices.
To meet the learning outcomes and examination level of
difficulty, the candidates must be able to understand, describe, identify,
demonstrate, apply, distinguish, produce, decide or analyze:
The purpose and objectives of the incident management
process
The scope of the incident management process
The value to business and to the service lifecycle
The policies, principles and all basic concepts of incident management
The process activities, methods and techniques and how they relate to the
service lifecycle
The triggers, inputs and outputs and interfaces
Information management within the incident management process
How critical success factors and key performance indicators can be used to
check the effectiveness and efficiency of the incident management process
The challenges and risks associated with the incident management process