ITIL® Incident Managment

About the course

During the 1-day instructor lead virtual course you will learn about the processes and activities of the Incident Management practice, and their roles within the service value chain. This course is part of the ITIL® Specialist: Monitoring, Support and Fulfill Course.

What skills will you acquire:

• Develop operational support and analysis skills for ITSM activities, including monitoring and maintaining IT systems and infrastructure.
• Gain expertise in developing, implementing, monitoring, and communicating change plans, schedules, and the status of changes to IT products and services for stakeholders.
• Learn how to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors.

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.

Training materials

• Peoplecert official ITIL® Incident Management Learner Workbook (including Syllabus, Quick Reference Guide and two Sample Exams)
• Peoplecert ITIL® Incident Management online training environment
• Peoplecert official ITIL® Incident Management Book (Digital Version)
• ITIL® Incident Management Exam Voucher to take the exam within 12 months after completing the course

Audience

The ITIL® Incident Management course is intended for those who have passed the ITIL5® Foundation exam and want to acquire a detailed understanding of the ITIL Incident Management Practice.

Requirements

You must have passed the ITIL5® Foundation exam or the ITIL4® Create, Deliver and Support exam.