ITIL 4 Practitioner: Incident Management Course Overview

Target Audience for ITIL 4 Practitioner: Incident Management

The ITIL 4 Practitioner: Incident Management course equips IT professionals with essential skills for managing incidents effectively, enhancing service delivery, and fostering organizational efficiency.

• IT Service Managers
• Incident Managers
• IT Support Technicians
• Help Desk Operators
• Service Desk Managers
• IT Operations Staff
• Change Managers
• Problem Managers
• Quality Assurance Analysts
• Process Improvement Specialists
• Business Continuity Managers
• IT Consultants
• Service Delivery Managers
• Project Managers
• IT Governance Auditors

Learning Objectives - What you will Learn in this ITIL 4 Practitioner: Incident Management?

ITIL 4 Practitioner: Incident Management Course Overview

This course provides in-depth knowledge of Incident Management practices as defined by ITIL 4, focusing on improving capability, determining key metrics, and fostering organizational success through effective role assignment and use of technology.

Learning Objectives and Outcomes

• Understand the ITIL® 4 qualification scheme and its relevance.
• Comprehend the purpose, scope, and key terms of Incident Management.
• Identify critical success factors for effective practice implementation.
• Analyze key metrics for measuring Incident Management performance.
• Map processes and value streams relevant to incident management.
• Define roles, competencies, and responsibilities within the incident management framework.
• Evaluate organizational structures and team dynamics affecting incident handling.
• Explore information exchange strategies and the use of automation and tooling.
• Assess incident management capabilities and conduct self-assessments.
• Develop recommendations for achieving success in incident management practices.