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ITIL® 4 Practitioner: Incident Management Training Overview
ITIL® 4 Practitioner: Incident Management Training Course Outline
Module 1: Key Concepts of the Practice
- Purpose of the Practice
- Practice Success Factors (PSF) Key Metrics of the Practice
- Key Terms/Concepts
- Incident
- Incident Model
- Major Incident
- Workaround
- Technical Debt
- Task Priority
- Prioritisation
Module 2: Processes of the Practice
- Inputs and Outputs of the Processes
- Key Activities of the Processes
- How to Integrate the Practice in the Organisation's Value Streams?
Module 3: Roles and Competencies of the Practice
- Responsibilities of the Key Roles of the Practice
- Incident Manager
- Roles Involved in Incident Management
- How to Position the Practice in the Organisational Structure?
Module 4: How Information and Technology Support and Enable the Practice
- Tools Application
- Recommendations on Automation
Module 5: Role of Partners and Suppliers in the Practice
- Dependencies of the Practice on Third Parties
- How Partners and Suppliers Can Support the Practice?
Module 6: How the ITIL® Capability Model can be used to Develop the Practice?
- How do Capability Criteria Support the Practice Capability Development?
Module 7: Recommendations for the Practice Success
- Recommendations for the Incident Management Success
- How are they Supported by the ITIL® Guiding Principles?
Who should attend this ITIL® 4 Practitioner: Incident Management Training Course?
This ITIL® 4 Practitioner: Incident Management Training Course is intended for IT professionals who are involved in minimising the negative consequences of incidents by restoring normal service operation as quickly as possible. This training course is beneficial for these professionals:
- Incident Managers
- IT Support Staff
- IT Service Managers
- IT Consultants
- Business Managers
- IT Operations Managers
- Change Managers
- IT Security Professionals
Prerequisites of the ITIL® 4 Practitioner: Incident Management Training Course
To pursue this ITIL® 4 Practitioner: Incident Management Training, delegates must have an ITI® 4 Foundation Certification. Prior experience in IT service management is also recommended.
ITIL® 4 Practitioner: Incident Management Training Course Overview
The ITIL® 4 Practitioner: Incident Management Training Course is a specialised course designed to equip IT professionals with the knowledge and skills necessary to effectively manage incidents within an IT service environment. Incident management is a critical process that aims to restore normal service operation as quickly as possible and minimise the impact of incidents on business operations.
IT Managers, Incident Managers, Service Desk Analysts, and anyone involved in IT service management should prioritise participating in the ITIL® 4 Practitioner: Incident Management Training Course. This ITIL Course is particularly relevant for professionals seeking to enhance their understanding of incident management principles, processes, and best practices to improve service availability and minimise service disruptions.
The 1-day ITIL Certification Course comprehensively covers all the essential topics, enabling delegates to understand incident management principles, processes, and best practices. Throughout the training, delegates will learn how to effectively identify, prioritise, categorise incidents, how to escalate and communicate incidents to relevant stakeholders, and more.
Course Objectives
- To learn the processes and activities involved in incident management
- To gain practical knowledge in incident identification and prioritisation
- To learn effective communication techniques for incident management
- To learn how to analyse incident data and use it for continuous improvement
- To understand the role of incident resolution and recovery in minimising business impact
Upon completing this ITIL Certification Course, delegates will receive a certification that validates their expertise in ITIL® 4 Incident Management, enabling them to enhance their career prospects and contribute significantly to their organisation’s IT service management processes.
What’s included in this ITIL® 4 Practitioner: Incident Management Training Course?
- ITIL® 4 Practitioner: Incident Management Training Examination
- World-Class Training Sessions from Experienced Instructors
- ITIL® 4 Practitioner: Incident Management Training Certificate
- Digital Delegate Pack
ITIL® 4 Practitioner: Incident Management Exam Information
The ITIL® 4 Practitioner: Incident Management Exam assesses participants' understanding of the ITIL® 4 principles and practices related to incident management. This certification focuses on effectively managing and resolving incidents to minimise business impact and ensure service continuity. The exam format is as follows:
- Type of Questions: Multiple Choice
- Total Questions: 20
- Number of marks: 20 Marks
- Pass mark: 65%, or 13/20 Marks
- Duration: 30 Minutes
- Open Book/Closed Book: Closed book
Why choose us
Ways to take this course
Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led ITIL® 4 Practitioner: Incident Management Training. Engage directly with expert instructors, mirroring the classroom schedule for a comprehensive learning journey. Enjoy the convenience of virtual learning without compromising on the quality of interaction.
Live classes
Join a scheduled class with a live instructor and other delegates.
Interactive
Engage in activities, and communicate with your trainer and peers.
Global Pool of the Best Trainers
We handpick from a global pool of expert trainers for our Online Instructor-led courses.
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With 10+ years of quality, instructor-led training, we equip professionals with lasting skills for success.
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With classes running in all timezones, access any of our courses and course material from anywhere, anytime.
Unlock your potential with The Knowledge Academy's ITIL® 4 Practitioner: Incident Management Training, accessible anytime, anywhere on any device. Enjoy 90 days of online course access, extendable upon request, and benefit from the support of our expert trainers. Elevate your skills at your own pace with our Online Self-paced sessions.
Experience the most sought-after learning style with The Knowledge Academy's ITIL® 4 Practitioner: Incident Management Training. Available in 490+ locations across 190+ countries, our hand-picked Classroom venues offer an invaluable human touch. Immerse yourself in a comprehensive, interactive experience with our expert-led ITIL® 4 Practitioner: Incident Management Training sessions.
Highly experienced trainers
Boost your skills with our expert trainers, boasting 10+ years of real-world experience, ensuring an engaging and informative training experience
State of the art training venues
We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible
Small class sizes
Our Classroom courses with limited class sizes foster discussions and provide a personalised, interactive learning environment
Great value for money
Achieve certification without breaking the bank. Find a lower price elsewhere? We'll match it to guarantee you the best value
Streamline large-scale training requirements with The Knowledge Academy’s In-house/Onsite ITIL® 4 Practitioner: Incident Management Training at your business premises. Experience expert-led classroom learning from the comfort of your workplace and engage professional development.
Tailored learning experience
Leverage benefits offered from a certification that fits your unique business or project needs
Maximise your training budget
Cut unnecessary costs and focus your entire budget on what really matters, the training.
Team building opportunity
Our ITIL® 4 Practitioner: Incident Management Training offers a unique chance for your team to bond and engage in discussions, enriching the learning experience beyond traditional classroom settings
Monitor employees progress
The course know-how will help you track and evaluate your employees' progression and performance with relative ease
What our customers are saying
ITIL® 4 Practitioner: Incident Management Training FAQs
ITIL® 4 Incident Management Practice refers to the set of processes and activities designed to efficiently and effectively handle and resolve incidents in IT service management. It focuses on minimising the impact of incidents on business operations, restoring services as quickly as possible, and ensuring customer satisfaction.
ITIL® 4 Incident Management is important as it ensures stable and available IT services, minimises downtime, improves service quality, and enhances customer satisfaction.
This ITIL® 4 Practitioner: Incident Management Training benefits organisations by improving incident resolution times, enhancing communication and coordination, aligning with business objectives, increasing customer satisfaction, and improving IT service delivery.
This ITIL® 4 Practitioner: Incident Management helps in minimising service disruptions by promptly identifying, resolving, and preventing incidents, thereby improving service availability and minimising the impact on business operations.
In this ITIL Certification Course, you will learn how to effectively handle and resolve incidents in alignment with ITIL® best practices. You will develop skills in incident categorisation, prioritisation, investigation, and communication to ensure efficient incident management and minimise service disruptions.
The training fees for ITIL® 4 Practitioner: Incident Management Trainingin the United Arab Emirates starts from USD1895
The Knowledge Academy is the Leading global training provider for ITIL® 4 Practitioner: Incident Management Training.
Please see our ITIL® Certification Training courses available in the United Arab Emirates
Why choose us
Best price in the industry
You won't find better value in the marketplace. If you do find a lower price, we will beat it.
Trusted & Approved
Our ITIL® courses are accredited by PeopleCert on behalf of AXELOS.
Many delivery methods
Flexible delivery methods are available depending on your learning style.
High quality resources
Resources are included for a comprehensive learning experience.
"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"
Joshua Davies, Thames Water
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