Description

These modules are covered in detail in the ITIL 4 Practitioner: Incident Management training: Module 1 Key Concepts: Understand the purpose and key concepts of Incident Management, including its role in quickly restoring normal service operations after disruptions.
Module 2 Success Factors: Learn about practice success factors (PSFs) and key practice metrics that are critical to evaluating the effectiveness of incident management and ensuring timely resolution of incidents.
Module 3 Processes: Explore incident management processes, including key activities, and discover how to seamlessly integrate them into your organization’s value stream to minimize service outages.
Module 4 Roles and Competencies: Focus on key roles in incident management and understand how to effectively position the practice within your organization.
Develop competencies required for efficient incident resolution.
Module 5 Information and Technology: Discover how Information and Technology can support and enhance Incident Management processes to enable faster detection, diagnosis and resolution of incidents for improved service delivery.
Module 6 Partners and Suppliers: Learn about the role of partners and suppliers in Incident Management and how to collaborate effectively to leverage external expertise and resources in incident response.
Module 7 ITIL Capability Model: Gain insight into how the ITIL Capability Model supports the development of Incident Management capabilities and ensures alignment with industry best practices and organizational requirements.
Module 8 Ensuring Success: Learn strategies to be successful with Incident Management and understand how it is underpinned by ITIL guiding principles to ensure efficient incident resolution and service recovery.
You will also be able to test and consolidate your knowledge with a summary learning checklist at the end of each module.
At the end of the course, an overall summary is available and you can test your knowledge with quiz questions.