ITIL® 4 Practitioner: Incident Management Training - Latvia

ITIL® 4 Practitioner: Incident Management Training Course Outline

Module 1: Key Concepts of the Practice

• Purpose of the Practice
• Practice Success Factors (PSF) Key Metrics of the Practice
• Key Terms/Concepts
  • Incident
  • Incident Model
  • Major Incident
  • Workaround
  • Technical Debt
  • Task Priority
  • Prioritisation

Module 2: Processes of the Practice

• Inputs and Outputs of the Processes
• Key Activities of the Processes
• How to Integrate the Practice in the Organisation's Value Streams?

Module 3: Roles and Competencies of the Practice

• Responsibilities of the Key Roles of the Practice
  • Incident Manager
  • Roles Involved in Incident Management
• How to Position the Practice in the Organisational Structure?

Module 4: How Information and Technology Support and Enable the Practice

• Tools Application
• Recommendations on Automation

Module 5: Role of Partners and Suppliers in the Practice

• Dependencies of the Practice on Third Parties
• How Partners and Suppliers Can Support the Practice?

Module 6: How the ITIL® Capability Model can be used to Develop the Practice?

• How do Capability Criteria Support the Practice Capability Development?

Module 7: Recommendations for the Practice Success

• Recommendations for the Incident Management Success
• How are they Supported by the ITIL® Guiding Principles?

Who should attend this ITIL® 4 Practitioner: Incident Management Training Course?

This ITIL® 4 Practitioner: Incident Management Training Course is intended for IT professionals who are involved in minimising the negative consequences of incidents by restoring normal service operation as quickly as possible. This training course is beneficial for these professionals:

• Incident Managers
• IT Support Staff
• IT Service Managers
• IT Consultants
• Business Managers
• IT Operations Managers
• Change Managers
• IT Security Professionals

Prerequisites of the ITIL® 4 Practitioner: Incident Management Training Course

To pursue this ITIL® 4 Practitioner: Incident Management Training, delegates must have an ITI® 4 Foundation Certification. Prior experience in IT service management is also recommended.

ITIL® 4 Practitioner: Incident Management Training Course Overview

The ITIL® 4 Practitioner: Incident Management Training Course is a specialised course designed to equip IT professionals with the knowledge and skills necessary to effectively manage incidents within an IT service environment. Incident management is a critical process that aims to restore normal service operation as quickly as possible and minimise the impact of incidents on business operations.

IT Managers, Incident Managers, Service Desk Analysts, and anyone involved in IT service management should prioritise participating in the ITIL® 4 Practitioner: Incident Management Training Course. This ITIL Course is particularly relevant for professionals seeking to enhance their understanding of incident management principles, processes, and best practices to improve service availability and minimise service disruptions.

The 1-day ITIL Certification Course comprehensively covers all the essential topics, enabling delegates to understand incident management principles, processes, and best practices. Throughout the training, delegates will learn how to effectively identify, prioritise, categorise incidents, how to escalate and communicate incidents to relevant stakeholders, and more.

Course Objectives

• To learn the processes and activities involved in incident management
• To gain practical knowledge in incident identification and prioritisation
• To learn effective communication techniques for incident management
• To learn how to analyse incident data and use it for continuous improvement
• To understand the role of incident resolution and recovery in minimising business impact

Upon completing this ITIL Certification Course, delegates will receive a certification that validates their expertise in ITIL® 4 Incident Management, enabling them to enhance their career prospects and contribute significantly to their organisation’s IT service management processes.

What’s included in this ITIL® 4 Practitioner: Incident Management Training Course?

• ITIL® 4 Practitioner: Incident Management Training Examination
• World-Class Training Sessions from Experienced Instructors
• Digital Delegate Pack

ITIL® 4 Practitioner: Incident Management Exam Information 

The ITIL® 4 Practitioner: Incident Management Exam assesses participants' understanding of the ITIL® 4 principles and practices related to incident management. This certification focuses on effectively managing and resolving incidents to minimise business impact and ensure service continuity. The exam format is as follows: 

• Type of Questions: Multiple Choice 
• Total Questions: 20 
• Number of marks: 20 Marks 
• Pass mark: 65%, or 13/20 Marks 
• Duration: 30 Minutes 
• Open Book/Closed Book: Closed book