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| Section | Objectives |
|---|---|
| Topic 1: Roles and Responsibilities | - Service desk function - Incident and problem manager roles |
| Topic 2: Problem Management | - Root cause analysis techniques - Workarounds and known error database - Problem identification and logging |
| Topic 3: Incident Management | - Incident prioritisation and categorisation - Major incident management - Incident handling process |
| Topic 4: IT Service Management Principles | - Value and purpose of ITSM - IT service lifecycle concepts |
| Topic 5: Tools, Reporting and Metrics | - KPIs and service reporting - ITSM tools and ticketing systems |
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