ITIL® 4 Practitioner: Incident Management Training

The ITIL 4 Practitioner: Incident Management practice module is for IT professionals who are involved in minimizing the negative impact of incidents by restoring normal service operations as quickly as possible.

This course is part of the ITIL Practice Manager Certification course series.

This course will help you to:

• Coordinate incident handling in the organization or in a specific area, such as territory, product, or technology, depending on the organizational design
• Monitor and review the work of teams that handle and resolve incidents
• Coordinate manual work with incidents, especially those involving multiple teams
• Ensure sufficient awareness of the incidents and their status across the organization
• Conduct regular incident reviews and initiate improvements of the incident management practice, the incident models, and the incident handling procedures
• Measure, assess, and develop the Incident Management practice capability in your organization by using the ITIL Maturity Model.

ITIL® 4 Practitioner: Incident Management Training Benefits

• In this course, you will receive:

  • Official course content and curriculum
  • PeopleCert Exam Voucher included
  • Take2 exam re-sit included (eligible on public events)
  • After-course instructor coaching benefit included

• Training Prerequisites

  ITIL 4 Foundation Certificate (ITIL® 4 Foundation Training • Course 1199) or ITIL 4 Managing Professional Transition Certificate

• Certification Information

  Exam Information

  • 20 questions
  • Multiple choice
  • 13 out of 20 marks required to pass (65%)
  • 30 minutes
  • Closed book

  Certification Renewal: Starting 2023, all PeopleCert Global Best Practice certifications must be renewed after 3 years.

ITIL Incident Management Training Outline

Introduction to Incident Management

In this module, you will learn how to:

• Understand the purpose and description of the ITIL Incident Management Practice
• Familiarize yourself with the common terms and concepts
• Learn the scope of the Incident Management Practice Area
• Explain practice success factors
• Identify key metrics

Module 2: Value Streams and Processes

In this module, you will learn how to:

• Apply processes to fulfill the purpose of the practice
• Assess value stream contribution

Module 3: Organizations and People

In this module, you will learn how to:

• Define roles, competencies, and responsibilities
• Understand organizational structure and teams

Module 4: Information and Technology

In this module, you will learn how to:

• Facilitate information exchange
• Implement automation and tooling

Module 5: Partners and Suppliers

In this module, you will learn how to:

• Identify the dependencies of the practice on third parties
• Recognize how partners and suppliers can support the practice

Module 6: Capability Assessment and Development

In this module, you will learn how to:

• Evaluate the practice capability levels
• Conduct capability self-assessment
• Develop incident management capability

Module 7: Recommendations for Practice Success

• Next Steps