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ITIL® 4 Practitioner: Incident Management Training Course
What is ITIL® 4 Practitioner: Incident Management Training Course?
The ITIL® 4 Practitioner: Incident Management Training Course is designed to provide Learners with a comprehensive understanding of ITIL® 4 incident management principles. This course focuses on handling incidents effectively, restoring normal operations as quickly as possible, and minimising business impact while maintaining service quality.
Learners will learn best practices for incident identification, prioritisation, resolution, and escalation. The training also explores automation and tools to streamline incident management workflows. Learners will prepare for the ITIL® 4 Practitioner: Incident Management certification exam, equipping them to enhance incident handling and improve overall service reliability.
This comprehensive 1-day ITIL® 4 Practitioner: Incident Management Training Course by Oakwood International empowers IT professionals to manage incidents proactively and efficiently, driving operational excellence.
Course Objectives
To understand ITIL® 4 principles and practices for incident management
To learn how to identify, categorise, and prioritise incidents effectively
To develop skills for incident resolution, escalation, and communication
To leverage automation and tools for efficient incident handling
To reduce service downtime and ensure minimal business impact
To integrate incident management with other ITSM practices
To prepare for the ITIL® 4 Practitioner: Incident Management certification exam
Upon completion, Learners will have the knowledge and skills to optimise incident management processes, improving service reliability and user satisfaction.
Course Outline
ITIL® 4 Practitioner: Incident Management Training Course
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?
Included
Included
- No course includes are available.
Offered In This Course:
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Video Content
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eLearning Materials
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Study Resources
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Completion Certificate
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Tutor Support
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Interactive Quizzes
Individual Training
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Corporate Training
Corporate Training improves employee skills, increases productivity, and aligns teams with company objectives.
Learning Options
Discover a range of flexible learning options designed to meet your needs. Select the format that best supports your personal growth and goals.
Online Instructor-Led Training
- Live virtual classes led by experienced trainers, offering real-time interaction and guidance for optimal learning outcomes.
Online Self-Paced Training
- Flexible learning at your own pace, with access to comprehensive course materials and resources available anytime, anywhere.
ITIL® 4 Practitioner: Incident Management Training Course Related Courses
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Frequently Asked Questions
Q. What topics are covered in the ITIL® 4 Practitioner: Incident Management Training Course?
The course covers incident identification, prioritisation, resolution, escalation, automation, ITSM integration, and certification preparation.
Q. How can this training benefit my career?
This training enhances your expertise in incident management, preparing you for roles focused on ensuring service reliability and improving IT service operations.
Q. Is ITIL® 4 applicable globally?
Yes, ITIL® 4 is a globally recognised framework for IT service management, widely adopted across industries to improve IT operations.
Q. What support is provided during the training?
Learners receive comprehensive study materials, practical exercises, and expert instructor guidance to ensure effective learning and certification readiness.
Q. Is this course suitable for beginners?
No, this course is designed for professionals with foundational ITIL® knowledge or experience in IT service management, particularly those familiar with ITIL® 4 principles.
