ITIL® 4 Practitioner: Incident Management Self-Paced Online Course & Examination

This practice module provides practical guidance on the processes and activities of the Incident Management practice, and their roles within the service value chain.

ITIL 4 Practitioner: Incident Management enables professionals to efficiently: 

• Coordinate incident handling in the organisation or in a specific area, such as territory, product, or technology, depending on the organisational 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 organisation
• 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. 

• Understand the purpose and key concepts of Incident Management, including its role in restoring normal service operations swiftly following disruptions.
• Learn about practice success factors (PSF) and key practice metrics, crucial for evaluating Incident Management effectiveness and ensuring timely resolution of incidents. 
• Explore Incident Management processes, including key activities, and discover how to seamlessly integrate them into your organisation's value stream to minimise service downtime. 
• Focus on key roles within Incident Management and understand how to position the practice effectively within your organisation. Develop competencies necessary for efficient incident resolution. 
• Discover how Information and Technology can support and enhance Incident Management processes, enabling quicker incident detection, diagnosis, and resolution for improved service delivery. 
• Explore the role of partners and suppliers in Incident Management and learn how to collaborate effectively to leverage external expertise and resources during incident response. 
• Gain insights into how the ITIL capability model supports the development of Incident Management capabilities, ensuring alignment with industry best practices and organisational needs. 
• Learn strategies for succeeding with Incident Management, understanding how it is underpinned by the ITIL guiding principles to ensure efficient incident resolution and service restoration. 

Access to PeopleCerts official eLearning for 12-months. Each module includes a detailed learning checklist that takes you through the course structure and ensures you cover all key topics. PeopleCert eLearning is interactive and filled with multimedia elements, quizzes and activities that make your journey through the course engaging and enriching.

ITIL® 4 Practitioner: Incident Management online exam voucher, valid for 12-months from date of issue.

The official ITIL 4 publication available from PeopleCert is included as an eBook. This will be provided as part of your PeopleCert exam voucher.