YUNOVA · IT Help Desk
Module 10: ITIL service management
ITIL 4 incident and problem management
Key points
- An incident is an unplanned interruption; the goal is to restore service fast.
- A problem is the underlying cause of one or more incidents.
- Known errors and workarounds are recorded so future tickets close faster.
Change management in IT service
Key points
- A change is any addition, modification or removal that could affect service.
- Standard changes are pre-approved; normal changes need assessment and approval.
- Every change needs a rollback plan in case it fails.
SLA and help desk KPIs
Key points
- An SLA sets agreed response and resolution times for each priority.
- Common KPIs include first contact resolution and average resolution time.
- Track trends over time instead of judging one week alone.
ServiceNow ticketing for beginners
Key points
- In ServiceNow, an incident record holds the caller, category, priority and notes.
- Priority is usually set from impact and urgency.
- Write clear work notes so the next technician can continue the ticket.