ITIL® 4 Practitioner: Incident Management
1-Day

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 operation as quickly as possible. The individuals can demonstrate their understanding and application of the concepts...  READ MORE

Price: £600 * (including exam)

  • Course:ITIL4-PRAC-IM ( £495 )
  • Exam:ITIL Practitioner ( £105 )

(Prices exclude VAT which will be added at the prevailing rate.)

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ITIL® 4 Practitioner: Incident Management

Description

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 operation as quickly as possible.

The individuals can demonstrate their understanding and application of the concepts covered in the ITIL 4 Incident Management practice at both strategic and operational levels maximizing value from this practice area.

ITIL 4 Practitioner: Incident Management enables professionals to efficiently

  • 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 their organisation by using the ITIL Maturity Model.

Contents

The key concepts of the Incident Management practice

  • Explain the purpose of the Incident Management practice
  • Describe the practice success factors (PSF) & key metrics of the Incident Management practice
  • Explain the key terms/concepts
    • incident
    • incident model
    • major incident
    • workaround
    • technical debt
    • task priority
    • prioritization

The processes of the Incident Management practice

  • Describe inputs and outputs of the Incident Management processes
  • Describe the key activities of the Incident Management processes
  • Know how to integrate the Incident Management practice in the organization’s value streams

The roles and competences of the Incident Management practice

  • Describe the responsibilities of the key roles of the Incident Management practice
    • Incident Manager
    • Other roles involved in incident management
  • Know how to position the Incident Management practice in the organizational structure

How information and technology support and enable the Incident Management practice

  • Explain the tools application
  • Apply the recommendations on automation

The role of partners and suppliers in the Incident Management practice

  • Explain the dependencies of the Incident Management practice on third parties
  • Explain how partners and suppliers can support the Incident Management practice

How the ITIL capability model can be used to develop the Incident Management practice

  • Explain how capability criteria support the Incident Management practice capability development

The recommendations for the Incident Management practice success

  • Understand the recommendations for incident management success and how they are supported by the ITIL guiding principles

 

Exam

  • 30 minutes closed book exam
  • 20 multiple choice questions (each one being worth 1 mark)
  • Pass mark 13 out of 20 or 65%.
  • Candidates must have passed the ITIL4 Foundation examination or be an ITIL4 Managing Professional to attend this course.

Dates For ITIL® 4 Practitioner: Incident Management

VIRTUAL training

  • 25 July 2024
  • 17 October 2024

    • To book any of these dates, please see below.

Availability and pricing for ITIL® 4 Practitioner: Incident Management:

Please Note: Exam fees (where applicable) are included in the prices quoted.

25 July 2024 - VIRTUAL training

£600

17 October 2024 - VIRTUAL training

£600