ITIL® 4 Practitioner: Incident Management – Self-Paced Online Training with Exam Voucher (E-Learning)
E-learning code:
ITIL® 4 Incident Management is important as it ensures stable and available enterprise IT services, minimises downtime, improves service quality, and enhances customer satisfaction.
This ITIL® 4 Practitioner: Incident Management Professional Development Program is intended for IT professionals who are involved in minimising the negative consequences of incidents by restoring normal service operation as quickly as possible. This professional development program is advantageous for these professionals:
- Incident Managers
- IT Support Staff
- IT Service Managers
- IT Consultants
- Business Managers
- IT Operations Managers
- Change Managers
- IT Security Professionals
To pursue this ITIL® 4 Practitioner: Incident Management Training, participants must have an ITIL® 4 Foundation Certification. Prior experience in IT service delivery management is also recommended.
The ITIL® 4 Practitioner: Incident Management Training Course is a specialised course designed to equip IT professionals with the knowledge and skills necessary to effectively manage incidents within an IT service environment. Incident management is a critical process that aims to restore normal service operation as quickly as possible and minimize the impact of incidents on business operations.
IT managers, incident managers, service desk analysts, and anyone involved in IT service management should prioritize participating in the ITIL® 4 Practitioner: Incident Management Training Course. This comprehensive program is particularly relevant for professionals seeking to enhance their understanding of incident management principles, processes, and industry best practices to improve service availability and minimize service disruptions.
The 1-day ITIL® 4 Practitioner: Incident Management Training comprehensively covers all the essential topics, enabling participants to understand incident management principles, processes, and industry best practices. Throughout the professional development program, participants will gain expertise in how to effectively identify, prioritize, categorize incidents, how to escalate and communicate incidents to relevant stakeholders, and more.
Learning Objectives
- To learn the processes and activities involved in incident management
- To gain practical knowledge in incident identification and prioritization
- To learn effective communication techniques for incident management
- To develop the skills to analyze incident data and use it for continuous improvement
- To understand the role of incident resolution and recovery in minimizing business impact
Interested in other areas as well? We offer self-paced online learning for all ITIL® 4 training qualifications marked with a green frame:
ITIL® 4 Incident Management Practice refers to the set of processes and activities designed to efficiently and effectively handle and resolve incidents in IT service management. It focuses on minimizing the impact of incidents on business operations, restoring services as quickly as possible, and ensuring customer satisfaction.
Module 1: Key Concepts of Practice
- Purpose of the Practice
- Practice Success Factors and Key Metrics of the Practice
- Key Terms:
- Incident
- Incident Model
- Major Incident
- Workaround
- Technical Debt
- Task Priority
- Prioritization
Module 2: Processes of the Practice
- Inputs and Outputs of the Processes
- Key Activities of the Processes
- How to Integrate the Practice in the enterprise’s Value Streams
Module 3: Roles and Competencies of the Practice
- Responsibilities of the Key Roles of the Practice
- Incident Manager
- Roles Involved in Incident Management
Module 4: How Information and Technology Support and Enable the Practice
- Tools Application
- Apply the Recommendations on Automation
Module 5: Role of Partners and Suppliers in Practice
- Dependencies of the Practice on Third Parties
- How Partners and Suppliers can Support the Practice?
Module 6: How the ITIL® Capability Model Use to Develop the Practice
- How Capability Criteria Support the Practice Capability Development?
Module 7: Recommendations for Practice Success
- Recommendations for the Incident Management Success
- How they are Supported by the ITIL® Guiding Principles?
The ITIL® 4 Practitioner: Incident Management Examination evaluates candidates' comprehension of the ITIL® 4 principles and practices related to incident management. This certification focuses on effectively managing and resolving incidents to minimise business impact and ensure service continuity. The examination specifications are as follows:
- Question Format: Multiple Choice
- Total Questions: 20
- Total Marks: 20
- Passing Threshold: 65% (13/20 Marks)
- Time Allocation: 30 Minutes
- Reference Materials: Closed Book
Effective 2023, all PeopleCert Global Best Practice certifications require renewal every 3 years.
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Course Administrator
The training was of a very good standard. The instructor was prepared and had good communication skills. It was great that he had extensive practical experience.
Gyula Fekete