ITIL®4 Practitioner: Incident Management
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.
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
The examination consists of 20 multiple-choice questions. Each question is worth one mark, and candidates must achieve 13 marks out of 20 to pass.
To attend this course, delegates must hold any ITIL v3 certification, ITIL 4 Foundation or the ITIL 4 Managing Professional designation. Accredited training is mandatory before examination results can be released.
Virtual Training • Live Instructor-Led Online
Join an expert trainer in a live online classroom. The course is delivered in real time and includes trainer explanation, discussion, exercises and opportunities to ask questions. Electronic course materials and joining instructions are provided before the course.
e-Learning • Self-Paced
Study through professionally produced online learning at your own pace, with extended platform access so you can work around your existing commitments. The package includes the learning materials, interactive activities, practice questions and the relevant examination voucher where applicable.
e-Learning+ • Self-Paced + Extras
e-Learning+ includes everything provided with the standard e-Learning package (learning materials, interactive activities, practice questions and the relevant examination voucher where applicable), together with additional preparation and reassurance. This includes a mock examination and the PeopleCert Take2 exam re-sit option, subject to the applicable examination terms.
How it works
Book Online
Confirmed
Materials Sent
Virtual Training
Provided
Gain Certification
Purchase Online
Start Date
Exam Voucher Provided
Self-Paced Learning
Complete Exam
Certification
Purchase Online
Start Date
Exam Voucher Provided
Self-Paced Learning
Mock Examination
Complete Exam
Certification
Frequently Asked Questions
ITIL® is the world's most widely adopted framework for IT service management. It gives IT professionals a common language and a set of best practices for aligning IT services with business needs. Our ITIL courses are suited to anyone working in an IT support, operations or service-management role, from newcomers through to senior practitioners.
The price includes live virtual tuition and the course materials shown in the booking sidebar. Where applicable, the official examination is also included. Please check the “What’s Included” list for the exact inclusions for this course.
Yes. We can deliver private training for your team, either at your premises or through a dedicated live virtual session. Contact us with the number of delegates and your preferred dates, and we will provide a tailored quotation.
Cancellations and transfers are subject to our booking terms. Please see our Terms and Conditions for the applicable notice periods, charges and other important information.
Group discounts may be available when two or more delegates book the same course. Please contact us for a quotation.
Select your preferred date and click “Book Now” to book online. Alternatively, contact us on 01706 361110 or at and we will arrange the booking for you.
ITIL® is the world's most widely adopted framework for IT service management. It gives IT professionals a common language and a set of best practices for aligning IT services with business needs. Our ITIL courses are suited to anyone working in an IT support, operations or service-management role, from newcomers through to senior practitioners.
The price includes access to the self-paced online learning and the materials shown in the booking sidebar. Where applicable, the relevant examination voucher is also included. Please check the “What’s Included” list for the exact inclusions for this course.
After your purchase, we will contact you to confirm your preferred start date. Your course access and examination voucher will then be arranged. Please allow time for your booking to be processed.
Cancellation rights for digital learning may depend on whether course access has already been arranged or activated. Please see our Terms and Conditions for full details or contact us before purchasing if you have any questions.
Discounts may be available when purchasing e-Learning for multiple learners. Please contact us for a quotation.
The access period varies by course and is shown in the “What’s Included” information on the booking panel. Your access period begins from the agreed course start date.
Click “Book Now” to purchase the course online. We will then contact you to confirm your preferred start date and arrange access. Alternatively, call 01706 361110 or email and we will arrange the booking for you.
ITIL® is the world's most widely adopted framework for IT service management. It gives IT professionals a common language and a set of best practices for aligning IT services with business needs. Our ITIL courses are suited to anyone working in an IT support, operations or service-management role, from newcomers through to senior practitioners.
The price includes everything provided with the standard e-Learning package, together with the additional items shown in the booking sidebar. These may include a mock examination and an exam re-sit option. Please check the “What’s Included” list for the exact inclusions for this course.
e-Learning+ includes the same self-paced online learning as the standard e-Learning package, with additional exam preparation and support. The precise extras are shown in the “What’s Included” information for each course.
After your purchase, we will contact you to confirm your preferred start date. Your course access and examination voucher will then be arranged. Please allow time for your booking to be processed.
The access period varies by course and is shown in the “What’s Included” information on the booking panel. Your access period begins from the agreed course start date.
Yes. We can arrange e-Learning+ access for multiple learners and may be able to offer a tailored package. Contact us with your requirements and we will provide a quotation.
Cancellation rights for digital learning may depend on whether course access has already been arranged or activated. Please see our Terms and Conditions for full details or contact us before purchasing if you have any questions.
Discounts may be available when purchasing e-Learning+ for multiple learners. Please contact us for a quotation.
Click “Book Now” to purchase the course online. We will then contact you to confirm your preferred start date and arrange access. Alternatively, call 01706 361110 or email and we will arrange the booking for you.
Course Dates & Pricing
for ITIL®4 Practitioner: Incident Management
Need different dates or an in-house course? We can arrange bespoke sessions for your team. Contact us to discuss your requirements →
Trusted by IT professionals
"Well presented. Great subject knowledge. Approachable discussions. Happy to take questions."
"It was perfect. Thank you. I learned a lot. I really did like the interaction and experience sharing during the course."
"One of the most enjoyable, beneficial and rewarding courses I have ever attended."