ITIL® 4 Practitioner: Incident Management

This accelerated ITIL® 4 Practitioner: Incident Management Certification is for IT professionals who are involved in minimising the negative impact of incidents by restoring normal service operations as quickly as possible.

Upon completing this course you will be able to 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.

In just 2 days, you’ll also learn to:

• Coordinate incident handling in the organization or 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 in the incident management practice, the incident models, and the incident handling procedures
• Measure, assess and develop the Incident Management practice capability in your organisation by using the ITIL Maturity Model.

Why choose Firebrand?

• Accelerated certification process ‚Äì Get certified in just 2 days.
• Access to expert instructors with real-world experience.
• A hands-on, immersive learning environment for maximum retention.
• Flexible learning options and dedicated support.
• At the end of this intensive course, you will sit for the PeopleCert ITIL® 4 Practitioner: Incident Management certification exam and, upon passing, obtain your certification.

Through Firebrand’s Lecture | Lab | Review methodology, you’ll get certified at twice the speed of the traditional training and access courseware, learn from certified instructors, and train in a distraction-free environment.

ITIL® and The Swirl logo™ are registered trademarks of PeopleCert Limited, used under permission of PeopleCert Limited. All rights reserved.

Audience

This course is ideal for:

• IT support staff and service desk personnel
• Incident managers and coordinators
• IT operations and infrastructure teams
• Problem management professionals
• Service delivery managers
• IT service management practitioners seeking to specialize in incident management.
• Business professionals responsible for ensuring service continuity
• Anyone preparing for ITIL® 4 Incident Management certification

• Module 1: Introduction to Incident Management
• Module 2: The Incident Management Lifecycle
• Module 3: Key Practices in Incident Management
• Module 4: Incident Detection and Logging
• Module 5: Incident Categorization and Prioritization
• Module 6: Incident Diagnosis and Resolution
• Module 7: Communication and Escalation in Incident Management
• Module 8: Measuring and Improving Incident Management Performance

Before attending this accelerated course, you must have successfully completed the ITIL®4 Foundation certification as a prerequisite to take the ITIL®4 Practitioner-level courses.

At the end of this accelerated course, you’ll sit the following exam at the Firebrand Training Centre, covered by your Certification Guarantee:

ITIL 4® Practitioner: Incident Management Exam

• Duration: 30 minutes
• Format: Multiple choice; Closed book
• Number of questions: 20 questions
• Passing score: 13 out of 20 marks required to pass (65%)