ITIL® 4 – Incident Management

Course content

The following topics are covered:

• The key concepts of the Incident Management practice
• The processes within the Incident Management practice
• The roles and competencies required for the practice
• How information and technology support and enable the practice
• The role of partners and suppliers in the practice
• How the ITIL capability model can be used to develop and improve the Incident Management practice
• Recommendations for Incident Management practice success
• Exercises to define key elements supporting a highly effective Incident Management practice

Course objectives

In one day, participants will acquire the knowledge and skills required to:

• Understand the key concepts supporting the Incident Management practice.
• Describe the processes that are part of the practice, supporting roles and Practice Success Factors.
• Identify how the Incident Management practice relies on specific elements coming from all four ITSM dimensions.
• Understand how to assess the maturity and capabilities of the Incident Management practice.
• Take the AXELOS/PeopleCert Incident Management exam with confidence by applying their newly acquired knowledge.
• Put the ITIL® principles into practical use.

Target audience

This course is aimed at:

• Personnel actively involved in the Incident Management practice
• Those involved in defining and implementing the Incident Management practice
• People involved in improving IT management efficiency, effectiveness and performance