ITIL® 4: Incident Management Training

Course 5341

  • Duration: 1 day
  • Exam Voucher: Yes
  • Language: English
  • Level: Intermediate

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

This course will help you to:

  • Coordinate incident handling in the organisation or in a specific area, such as territory, product, or technology, depending on the organisational 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 organisation
  • Conduct regular incident reviews and initiate improvements of 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.

ITIL Incident Management Training Delivery Methods

  • In-Person

  • Online

  • Upskill your whole team by bringing Private Team Training to your facility.

ITIL Incident Management Training Information

In this course, you will receive:

  • Official course content and curriculum
  • PeopleCert Exam Voucher included
  • Take2 exam re-sit included (eligible on public events)
  • After-course instructor coaching benefit included

Training Prerequisites

ITIL 4 Foundation Certificate (ITIL® 4 Foundation Training • course 1199) or ITIL 4 Managing Professional Transition Certificate

Certification Information

Exam Information

  • 20 questions
  • Multiple choice
  • 13 out of 20 marks required to pass (65%)
  • 30 minutes
  • Closed book

Certification Renewal: Starting 2023, all PeopleCert Global Best Practice certifications must be renewed after 3 years.

ITIL Incident Management Training Outline

In this module, you will learn how to:

  • Understand the purpose and description of the ITIL Incident Management Practice
  • Familiarise yourself with the common terms and concepts
  • Learn the scope of the Incident Management Practice Area
  • Explain practice success factors
  • Identify key metrics

In this module, you will learn how to:

  • Apply processes to fulfil the purpose of the practice
  • Assess value stream contribution

In this module, you will learn how to:

  • Define roles, competencies, and responsibilities
  • Understand organisational structure and teams

In this module, you will learn how to:

  • Facilitate information exchange
  • Implement automation and tooling

In this module, you will learn how to:

  • Identify the dependencies of the practice on third parties
  • Recognise how partners and suppliers can support the practice

In this module, you will learn how to:

  • Evaluate the practice capability levels
  • Conduct capability self-assessment
  • Develop incident management capability
  • Next Steps

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ITIL Incident Management Training FAQs

Anyone who is certified in ITIL 4 Foundation and who desires to learn more about incident management.

Yes, it will not only recertify any expiring certification, but you will also gain additional certification in the Incident Management practice.

You will be provided with an exam voucher for the exam and a link to register and schedule your online exam sessions with the PeopleCert web proctoring service. You will take your exams after you have completed your training course. Visit the PeopleCert website for more information on the logistics of taking your web-proctored exam with PeopleCert.

For publicly scheduled course events, Learning Tree will set up the Take2 option for all attendees when we order your exam voucher. If you aren’t successful on your first exam, you will be notified by PeopleCert that you are eligible to register for the exam retake.

Though exam vouchers can cost hundreds, there is no additional cost to you to sign up for the Take2 re-sit programme. Take2 is an additional complimentary benefit offered to you by Learning Tree.

Yes, you must re-sit the exam within six months of your initial exam.