ITIL 4 PRACTITIONER INCIDENT MANAGEMENT

Summary

This module covers general information and the processes and activities of the incident management practice and their roles in the service value chain.

The ITIL 4 Practitioner: Incident Management practice module is for IT professionals who are involved in minimising the negative impact of incidents by restoring normal service operation as quickly as possible.

Target Audience

• Individuals continuing their journey in service management
• ITSM Managers and aspiring ITSM Managers
• IT managers and practitioners involved in digital services or working in digital transformation projects, working within or towards high velocity environments
• Existing ITIL qualification holders wishing to update their knowledge.

prerequisites

• ITIL® Foundation Certificate in IT Service Management
• Training through an Accredited Training Organisation

Skills Gained

At the end of this course, attendees will have an understanding of the following:

• 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 your organization by using the ITIL Maturity Model.

Certificate and Exam

ITIL 4 Practitioner: Incident Management