Service Management User Documentation Planning
Things that should be covered by the training materials/courses, including relevance to 1st/2nd line and level of the topic.
| Topic | 1st line | 2nd line | Level of topic |
|---|---|---|---|
| Using a Standard Solution | Yes | Yes | Basic use |
| Creation of Standard Solutions | - | Yes | Medium |
| Checking and Linking to known-errors/problems | Yes | Yes | Medium |
| Creation of problem records from incidents | - | Yes | Medium |
| Problem management, turning into known errors | - | Yes | Advanced |
| Initiating requests for change | Yes | Yes | Basic use |
| Actions for standard changes (Release) | Yes | Yes | Basic use |
| Processing complex or emergency changes | - | Yes | Advanced |