ITIL Servoce Lifecycle contains - service strategy, Service Design,

Service Transition, Service Operation and Continual Service Improvement stages.

The 5 process of SO are :- i) Availability Mgt, ii) Capacity Mgt,

iii) Financial Mgt, iv) Prob mgt, and (v) Incident Management

1. Incident management - Pg 2
2. Incident mgt logging process - Pg 8
3. Incident Categorization - Pg 11
4. incident prioritization - Pg 14
5. Diagnosis escalation and investigation - Pg 16
6. Resolution, Closure -- Pg 19
7. Scope of Incident mgt - 23
8. Indentify priciple of Incident mgt - Pg 26
9. Indentify activities of Incident mgt - Pg 29
10. Incident mgt interfaces with other services - pg 32
Incident Management interfaces with various processes in the Service
Transition,
Service Design, and Service Operation, stages of the Service Lifecycle.

11. Prob Mgt and Access Mgt - Pg 39

12.SACM and CSM - Pg 42
13. Scope of Prob mgt - pg 43
14. prob Mgt principles - Pg 48
15. Prob Mgt process - pg 52
16. CSM ( Configuration Mgt sys) and KEDB - Pg 62
17. Identify Scope of Prob Mgt - pg 68
18. Recognizing principles of Prob Mgt - Pg 71
19. Event Request and Access Mgt - Pg 79
20 Event Mgt - Pg 80
21 Request Fulfilment - pg 82
22. Access Mgt - pg 83
23.