About the course
This e-Learning course provides a comprehensive understanding of Incident Management, covering essential topics such as the ITIL® 4 qualification scheme, roles and responsibilities, and key metrics for success. Participants will learn to implement effective value streams and processes, improve their organization’s capabilities through self-assessment techniques, and leverage automation for optimized information exchange. By the end of the course, you’ll be equipped with practical strategies for incident management excellence, ready to drive success in your IT organization. Enroll today to elevate your service delivery!
What will you learn
-
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.
E-Learning
Interactive, Self-paced, Device-friendly, 2-3-hour content, Mobile-optimized, Practical exercises
- Experience e-learning through concise, easily digestible sessions. Perfect for busy schedules, these bite-sized modules make learning both manageable and enjoyable.
- Dive into an interactive environment filled with multimedia elements, quizzes and activities that make your journey through the course thoroughly engaging and enriching.
- Take charge of your education. This self-directed learning format lets you choose your focus areas, enabling you to tailor your educational journey to your personal goals.
- Take advantage of closed captioning and adjustable player settings. This personalised approach ensures a comfortable and effective learning experience for everyone.
- Stay on top of your learning with real-time progress tracking. Knowledge checks reinforce your understanding, ensuring a solid grasp of the material as you progress.
- Each module includes a detailed learning checklist, guiding you through the course structure and ensuring you cover all key topics.
- Delivered via the Canvas Learning Management System, this course offers a user-friendly learning experience.
- Access the Official ITIL 4 glossary anytime, as it has been included into the course. This handy resource is a valuable tool for quick reference and to deepen your knowledge of ITIL 4 terminology.
Training materials
- Peoplecert official ITIL4® Incident Management Learner Workbook (including Syllabus, Quick Reference Guide and two Sample Exams)
- Peoplecert ITIL4 Incident Management e-Learning training environment
- Peoplecert official ITIL4 Incident Management Book (Digital Version)
- ITIL4® Incident Management Exam Voucher to take the exam within 12 months after completing the course
Audience
Requirements
You must have passed the ITIL4® Foundation exam before taking the ITIL® Incident Management exam.
Bookings
Log in if you already have an account with us.