You can not afford delays in your production.  You need to beat the time and date you have committed to deliver the company’s product or services. Due to unavoidable instances, a problem during production and you need to account for this incident.

One of the components of ITIL® Service Support is the Incident Management.  It is in this process where management should be able to restore the service to normal operation following an incident.  Activities involve in handling Incident management are as follows:

1.   To be able to detect and record incident in detail 2.   To be able to match incidents versus known problems 3.   To be able to resolve incidents as soon as possible 4.   To be able to prioritize incidents with respect to impact
       and need 5.   To be able to bring to the attention to other teams the
      incident for appropriate timely resolution

Software is made available as a tool for handling incident management problems.  The following are some of benefits that the software provides: 1.  It allows management to gather information as to the
     real time and historical data of what transpired. 2.  It allows identification as to the bottlenecks in terms of
     performance 3.  It speeds up the restoration of the operation as causes
     of incidents can be clearly identified 4.  It minimizes the recurrence of incidents by informing IT
     users of the impact that the incident has caused to the

The use of Incident Management tools with your organization would yield great benefit in terms of maintaining the service levels, meeting the service availability requirements, increasing the efficiency and productivity of staff and most importantly improving user’s satisfaction.

Yes, it is indeed a very challenging but at the same time rewarding to fill in the shoes of an ITIL® manager. There are a lot of things to consider, with the main goal being to coordinate and make conscious efforts in partnership with the business to deliver high quality IT service. The main procedure of realizing this goal is the operation of effective processes by making wise use of resources available and the provision of appropriate value for cost effective services. To achieve this, the correct processes need to be in place, and at the same time developed and implemented by the right people. Delegation is indeed one of the primary duties of an ITIL® manager.

Though there are a lot of challenges in store for an ITIL® manager, still there are a lot of people who are interested in making it to the ITIL® managers circle. With a minimum requirement of 5 years managerial position and a working knowledge of IT processes, the Manager Certificate Course is indeed considered the highest level of all ITIL® training courses. To pass the Manager exam with flying colors, here are some suggestions that one may consider:

(1) Treat the proctor as your client and provide logical answers as if you are in front of the client. (2) Show that you are a consistent solution provider by revisiting some of the best practices you have followed with your years of experience as a manager. (3) Make every question count. Answer each question in such a way that the proctor will have a pleasure of reading. (4) Review your answers for each question and re-read. Skip difficult ones and go over them when youre done with the easy ones.

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