IR
Infra Roadmap
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Week 20: IT Service Management and Root-Cause Analysis
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Week test
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Study topics
Incident versus problem management
Change management
Escalation procedures
SLAs and SLOs
Root-cause analysis
Practical exercise
Resources
Official docs & reading
ITIL 4 overview
AXELOS / PeopleCert
Notes
← Week 19
Week 21 →
Preventive maintenance
Configuration documentation
Asset lifecycle management
Knowledge-base documentation
Write incident reports: summary, business impact, timeline, symptoms, root cause, resolution, preventive action.
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