ITIL 4 Practitioner: Incident Management eLearning+ with exam

Objectives

ITIL 4 Practitioner: Incident Management enables professionals to efficiently

• Coordinate incident handling in the organization or in a specific area, such as territory, product, or technology, depending on the organizational 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 organization
• 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 their organisation by using the ITIL Maturity Model.

Who it is aimed at

• ITSM Managers and aspiring ITSM Managers
• Individuals working in other parts of "IT" (digital, product, development) with strong interface with service delivery
• Existing ITIL qualification holders wishing to update their knowledge
• Candidates taking the ITIL 4 Incident Management Practice qualification.

Contents

• The key concepts of the practice
• The processes of the practice
• The roles and competencies of the practice
• How information and technology support and enable the practice
• The role of partners and suppliers in the practice
• How the ITIL capability model can be used to develop the practice
• The recommendations for the practice success