ITIL® 4 Practitioner: Incident Management eLearning
The ITIL® 4 Practitioner: Incident Management course is specifically tailored for IT professionals tasked with the critical responsibility of reducing the adverse effects of incidents by ensuring a swift return to normal service operations. This course allows participants to deepen their comprehension and enhance their application of the ITIL 4 Incident Management practice, both strategically and operationally, to derive maximum benefit from this area.
Professionals taking this course will gain skills to effectively manage and coordinate incident handling within their organization, or within a particular realm such as a specific territory, product line, or technology domain, in alignment with the organization's structure. The course equips professionals to:
- Coordinate Incident Handling: Manage the response to incidents across different areas, ensuring effective communication and swift action.
- Monitor and Review Operations: Oversee the teams tasked with handling and resolving incidents to ensure efficiency and compliance with best practices.
- Facilitate Manual Operations: Manage the complexities of incidents that require coordination across multiple teams, often involving manual interventions.
- Maintain Organizational Awareness: Ensure that all relevant personnel are kept informed of incident status and implications, promoting transparency and responsiveness.
- Conduct Regular Reviews: Implement continuous improvement practices by regularly reviewing and refining incident management processes, models, and procedures.
- Assess and Develop Practice Capability: Utilize the ITIL Maturity Model to measure and enhance the capability of the Incident Management practice within the organization.
Exam Information
Here are the details for the Objective Test Question (OTQ) exam:
- Format: Multiple-choice
- Number of Questions: 20
- Duration: 30 minutes (extended to 37.5 minutes in countries where English is a second language)
- Exam Conditions: Closed book, only materials provided during the exam may be used.
- Passing Mark: 65%
This course is structured to ensure students are well-prepared to pass the ITIL 4 Practitioner: Incident Management examination successfully.
Included in the course is a complimentary exam voucher.
Before scheduling your exam, it's crucial to verify that your device meets the necessary technical specifications. For detailed instructions and additional information, please consult the PeopleCert website.
Exam voucher requests are generally processed within two working days, although it may take up to five days. Ensure to request your exam voucher during the course access period, which begins on the date of purchase. For more details, refer to the GEL Support & FAQs page.
Partner Statement
The ITIL® 4 Practitioner: Incident Management course is provided by GEL, an ATO of PeopleCert.
Copyright Statement
ITIL® is a registered trademark of PeopleCert. Used under licence from PeopleCert. All rights reserved.
Training formats
Online
Duration
5 hours
Price
349 €
Certificate
Kyllä
Target Audience
IT professionals dedicated to reducing the negative impacts of incidents by swiftly restoring normal service operations
What will you learn?
- Fundamental Concepts of the Practice
- Success Factors of the Practice
- Processes within the Practice
- Essential Roles and Competencies in the Practice
- The Impact of Technology and Automation on the Practice
- The Contribution of Partners and Suppliers to the Practice
- The ITIL Capability Model
Content of ITIL® 4 Practitioner: Incident Management
Why take this course?
- Good e-Learning stands out as an award-winning provider of online training and has been independently certified as a ‘Market Leader’ for ITIL training by Course Conductor
- The ITIL 4 Practice Manager syllabus provides a modern and comprehensive perspective on IT service management, making ITIL qualifications highly sought after by employers in the IT sector
- The course has been developed with insights from leading experts, including authors of various ITIL 4 publications
- Students of Good e-Learning benefit from free exam vouchers, covering the costs of the exam (terms and conditions apply)
- This ITIL® 4 Practitioner: Incident Management course is accredited by PeopleCert
Syllabus Information
Module 0: Welcome to ITIL 4 Incident Management Practice
This module introduces the main features of the course, including the learning plan, aims, objectives, and overall structure. It provides students with a syllabus, diagram and tables pack, further reading materials, and links for downloading essential framework publications. Additionally, it addresses some of the most frequently asked questions about the ITIL 4 Incident Management Practice.
Module 1: Key concepts
This module delves into the fundamental terms and concepts of the incident management practice. It outlines the practice success factors (PSFs) and key metrics essential for evaluating the effectiveness of incident management within an organization.
Module 2: Processes and people
The focus shifts to the core processes of incident management, specifically incident handling and resolution, and periodic incident reviews. It details the inputs, outputs, and key activities of these processes and discusses how to integrate the incident management practice into the organization's value streams.
Module 3: Enabling the practice
This module explores additional concepts that support the incident management practice, starting with the use of automation and tooling. Recommendations for automating incident management are provided. The discussion extends to the role of partners and suppliers, their impact on the practice, and how they can enhance service delivery. It also covers how capability criteria support the practice's development and ends with guidance on achieving success in incident management, aligned with ITIL guiding principles.
Module 4: The practice exams
This module offers two practice tests provided by PeopleCert, designed to prepare students for the final certification exam by simulating the exam conditions and testing their knowledge of the course material.
Module 5: ITIL 4 Incident Management Practice wrap-up
The final module provides details on how to book the certification exam and introduces other relevant courses that may be of interest to students looking to further their ITIL education.
Schedule
The course is valid for 3 months. After your order you will receive instructions for logging-in to the training within 2-3 business days. If you would like to start later, please mention that in the ordering form.