Webinar Recording: Understanding the Difference Between Incident Management and Problem Management


In this hour-long webinar, Global Knowledge instructor and ITIL Expert Michael Scarborough will share his knowledge and expertise on various aspects of incident management and problem management processes.

He will help you understand the difference between incidents and problems and between incident and problem management, providing examples from his own experience to drive the concepts home. Michael will also provide an overview of who performs various incident and problem management activities in an organization.


Michael Scarborough
Michael Scarborough, ITIL Expert, PMP, CISSP and ITIL course director at Global Knowledge, has worked in IT since the late 1980s in various roles, including hands-on systems operation, leading complex projects, establishing multiplatform automation, managing information security projects and adopting service management best practices. Michael helps large and small organizations make significant improvements by adopting ITIL best practices, and he regularly delivers ITIL training at all levels to Global Knowledge students.

Related Courses:

  • ITIL® Foundation
  • ITIL® Service Lifecycle: Service Operation
  • ITIL® Service Capability: Operational Support and Analysis
  • ITIL®: Managing Across the Lifecycle

Technical Requirements:

Internet connection and computer speakers for audio.

Watch the webinar recording