ITIL® 4 Practitioner: Incident Management Course
The ITIL® 4 Practitioner: Incident Management module equips IT professionals to swiftly restore normal service operations and minimize the impact of incidents. It covers key concepts, principles, and challenges, providing best-practice guidance at strategic and operational levels. The examination evaluates candidates’ understanding and application of these concepts.
- eLearning
- Course Level: Practitioner
- Exam Voucher: Included
ITIL® 4 Practitioner: Incident Management Course
The ITIL® 4 Practitioner: Incident Management module equips IT professionals to swiftly restore normal service operations and minimize the impact of incidents. It covers key concepts, principles, and challenges, providing best-practice guidance at strategic and operational levels. The examination evaluates candidates’ understanding and application of these concepts.
Course Overview
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 module focuses on providing the candidates with an understanding of the key concepts, principles, values, and challenges of the Incident Management Practice. It is intended to provide candidates with best-practice guidance at both strategic and operational levels on how to minimize the negative impact of incidents by restoring normal service operations as quickly as possible.
The ITIL® 4 Incident Management Practice module is structured and aligned around the ITIL® framework. The examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of the concepts covered in the ITIL® 4 Incident Management Practice publication.
Target Audience
- IT professionals involved in incident management
- IT managers and supervisors
- Service desk managers and staff
- Incident coordinators and analysts
- IT support staff
- IT consultants
- IT service delivery managers
- IT project managers
- IT auditors
- Anyone interested in understanding ITIL® 4 incident management practices
Prerequisite
Learning Objectives
This course will help you to:
- Coordinate incident handling in the organization or in a specific area, such as territory, 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 in 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.
Course Modules
Module 1: The key concepts of the practice
Module 2: The processes of the practice
Module 3: The roles and competencies of the practice
Module 4: How information and technology support and enable the practice
Module 5: The role of partners and suppliers in the practice
Module 6: How the ITIL capability model can be used to develop the practice
Module 7: The recommendations for the practice success
Exam Detail
- 20 questions
- Multiple choice
- 13 out of 20 marks required to pass (65%)
- 30 minutes
- Closed book.
Choose Your Training Options
Self-Paced Learning
- 12 months access to the elearning course
- Exam Voucher is Included
- Mock exam for self Assessment
- Access to Digital-PDF download
- 24/7 assistance and support
$2,000.00 EX GST
Instructor-led training
- Everything in Self-Paced Learning, plus
- Exam Voucher is Included
- Mock exam for self Assessment
- Access to Digital-PDF download
- 24/7 assistance and support
Corporate Training
- Self-paced eLearning and instructor-led options
- Access to Champions portal
- Flexible pricing, subscription-based
- Access to Digital-PDF download
- 24/7 assistance and support
