ITIL® 4 Practitioner: Incident Management E-Learning with Exam [E-ITIL4P-MSF-IM-GEL]

OVERVIEW

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.

Who is this course aimed at?

IT professionals who are involved in minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.

OBJECTIVES

The ITIL 4 Incident Management Practice 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 organization by using the ITIL Maturity Model

CONTENT

Module 0: Welcome to ITIL 4 Incident Management Practice

Duration: 55m

Module zero introduces you to the course main features, learning plan, aims and objectives, and structure. It also offers a syllabus, a diagram and tables pack, a further reading and links document and links to download essential copies of the framework publications. It also contains some of the most frequently asked questions about ITIL 4 Incident Management Practice.

Module 1: Key concepts

Duration: 1h

Module 1 explains some key terms and concepts of the incident management practice. It then explains the practice success factors (PSFs) and the key metrics of the incident management practice.

Module 2: Processes and people

Duration: 1h

Module 2 begins with an explanation of the two incident management practice processes: incident handling and resolution and periodic incident review. It describes the inputs, outputs and key activities of both processes and how to integrate the incident management practice in the organization’s value streams.

Module 3: Enabling the practice

Duration: 1h

Module 3 completes the content for this course with a description of further concepts that enable the incident management practice.
We start by explaining automation and tooling, and providing recommendations for the automation of incident management.

The module goes on to discuss partners and suppliers, explaining the dependencies of the practice on third parties and how partners and suppliers can support the practice.

Capability is the next topic to be covered, with an explanation of how capability criteria support the practice capability development. The module ends with recommendations for incident management practice success and how they’re supported by the ITIL guiding principles.

Module 4: The practice exams

Duration: 1h 5m

Module 4 contains two practice tests provided by PeopleCert.

Module 5: ITIL 4 Incident Management Practice wrap-up

Duration: 5m

Module 5 provides information on booking the exam and other courses of interest.