1 - Service Operation Flashcards
1
Q
What is an event?
A
An event is any change that is significant in some way for the delivery of an IT service or for a component (configuration item, in ITIL) that contributes to the delivery of an IT servic
2
Q
What is an incident?
A
An incident is something that has gone wrong, with either a real or a potential impact on a service, and which needs remedial action
3
Q
What is problem management?
A
Problem management is the process through which problems are recorded, investigated and, where possible, resolved
4
Q
What is a KEDB?
A
Known Error Database
