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| Advanced Diploma |
Year module |
NQF level: 7 |
Credits: 12 |
| Module presented in English |
Module presented online |
| Purpose: This module provides an overview of two of the service operation processes, namely: incident management and problem management. The definition, purpose, scope for both incident management and problem management will be studied. Policies, principles and basic concepts of incident and problem management will also be investigated. The module teaches how to approach, investigate, diagnose and then resolve the problem or find workarounds to that problem. What is key to this module is maintaining knowledge of resolving the problems by documenting, categorising, logging and forming a knowledge base of known problem records. The methodology on how to measure the efficiency and effectiveness of incident and problem management in a business environment will be offered in this module. Determining the challenges, success factors and risks will also be touch upon in this module. |