ITIL® 4 Practitioner: Incident Management eLearning

IT professionals dedicated to reducing the negative impacts of incidents by swiftly restoring normal service operations 

• 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 

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. 

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.