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E-learning duration:
E-learning language:
8 lessons
English
E-learning price:
705 500 HUF + VAT

ITIL® 4 Incident Management is important as it ensures stable and available IT services, minimises downtime, improves service quality, and enhances customer satisfaction.

This ITIL® 4 Practitioner: Incident Management Training Course 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 training course is beneficial 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, delegates must have an ITIL® 4 Foundation Certification. Prior experience in IT service 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 course is particularly relevant for professionals seeking to enhance their understanding of incident management principles, processes, and 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 delegates to understand incident management principles, processes, and best practices. Throughout the training, delegates will learn how to effectively identify, prioritize, categorize incidents, how to escalate and communicate incidents to relevant stakeholders, and more.

Course 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 learn how to analyze incident data and use it for continuous improvement
  • To understand the role of incident resolution and recovery in minimizing business impact

 

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:
  1. Incident
  2. Incident Model
  3. Major Incident
  4. Workaround
  5. Technical Debt
  6. Task Priority
  7. 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 Organisation’s Value Streams

Module 3: Roles and Competencies of the Practice

  • Responsibilities of the Key Roles of the Practice  
  1. Incident Manager
  2. 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 Exam assesses participants' understanding 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 exam format is as follows:

  • Type of Questions: Multiple Choice
  • Total Questions: 20
  • Number of Marks: 20 Marks
  • Pass Mark: 65%, or 13/20 Marks
  • Duration: 30 Minutes
  • Open/Closed Book: Closed Book

 

Starting 2023, all PeopleCert Global Best Practice certifications will need to be renewed after 3 years.

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FOUNDATION TRAININGS FOR THIS COURSE

Don't have enough knowledge to complete this training yet? Then get the basics you need with these courses.


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