ITIL 4 Practitioner: Incident Management
Learn about the processes and activities of the Incident Management practice, and their roles within the service value chain.
What will you learn?
Key Concepts
Understand the purpose and key concepts of Incident Management, including its role in restoring normal service operations swiftly following disruptions.
Practice Success Factors
Learn about practice success factors (PSF) and key practice metrics, crucial for evaluating Incident Management effectiveness and ensuring timely resolution of incidents.
Practice Processes
Explore Incident Management processes, including key activities, and discover how to seamlessly integrate them into your organisation’s value stream to minimise service downtime.
Roles and Competencies
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.
Information and Technology
Discover how Information and Technology can support and enhance Incident Management processes, enabling quicker incident detection, diagnosis, and resolution for improved service delivery.
Partners and Suppliers
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.
The ITIL Capability Model
Gain insights into how the ITIL capability model supports the development of Incident Management capabilities, ensuring alignment with industry best practices and organisational needs.
Practice Success
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.
