ITILFND – ITIL Foundation

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  Notifying more senior levels of management about an incident

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  Passing an incident to people with a greater level of technical skill

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  Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction

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  Failing to meet the incident resolution times specified in a service level agreement
  
  

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  Any request for change (RFC) submitted to change management

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  An authorized change submitted to release and deployment

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  An RFC that must be implemented as soon as possible

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  A justification for a change with significant cost or risk
  
  

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  The SKMS is part of the Configuration Management System (CMS)

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  The SKMS can include data on the performance of the organization

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  The Service Knowledge Management System (SKMS) includes Configuration Management Databases (CMDB)

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  The SKMS can include user skill levels