ITIL-4 - Understand 7 ITIL practices - Section 7.1

Explain incident management and problem management in detail, including the distinction between an incident, a problem, and a known error.

Explain incident management, whose purpose is to restore normal service operation as quickly as possible, and problem management, which reduces the likelihood and impact of incidents by managing problems and known errors through identification, control, and error control. Distinguish the goal of a fast workaround in incident management from root-cause analysis in problem management, which candidates frequently confuse.

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