The ITIL 4 Practitioner: Incident Management practice module is for IT professionals who are involved in minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.
The individuals can demonstrate their understanding and application of the concepts covered in the ITIL 4 Incident Management practice at both strategic and operational levels maximizing value from this practice area.
The ITIL 4 Incident Management Practice 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 organization by using the ITIL Maturity Model
Syllabus
Module 0: Welcome to ITIL 4 Incident Management Practice
Duration: 55m
Module zero introduces you to the course main features, learning plan, aims and objectives, and structure.
It also offers a syllabus, a diagram and tables pack, a further reading and links document and links to download essential copies of the framework publications. It also contains some of the most frequently asked questions about ITIL 4 Incident Management Practice.
Module 1: Key concepts
Duration: 1h
Module 1 explains some key terms and concepts of the incident management practice. It then explains the practice success factors (PSFs) and the key metrics of the incident management practice.
Module 2: Processes and people
Duration: 1h
Module 2 begins with an explanation of the two incident management practice processes: incident handling and resolution and periodic incident review. It describes the inputs, outputs and key activities of both processes and how to integrate the incident management practice in the organization’s value streams.
Module 3: Enabling the practice
Duration: 1h
Module 3 completes the content for this course with a description of further concepts that enable the incident management practice. We start by explaining automation and tooling, and providing recommendations for the automation of incident management.
The module goes on to discuss partners and suppliers, explaining the dependencies of the practice on third parties and how partners and suppliers can support the practice. Capability is the next topic to be covered, with an explanation of how capability criteria support the practice capability development.
The module ends with recommendations for incident management practice success and how they’re supported by the ITIL guiding principles.
Module 4: The practice exams
Duration: 1h 5m
Module 4 contains two practice tests provided by PeopleCert.
Module 5: ITIL 4 Incident Management Practice wrap-up
Duration: 5m
Module 5 provides information on booking the exam and other courses of interest.
Exams
ITIL® 4 Practitioner: Incident Management exam:
Pre-requisites: ITIL® 4 Foundation
This is a multiple-choice ‘Objective Test Question’ (OTQ) exam consisting of 20 questions
There is a time limit of 30 minutes to complete the exam
The exam is closed book, with only the provided materials being permitted for use
The pass mark for the exam is 65%
In countries where English is a second language, the time allocated for the exam is extended to 75 minutes
PeopleCert Exam Information
Your exam voucher will be sent to you shortly after you purchase your course. The exam voucher must be redeemed on the PeopleCert website before starting your course. Redeeming the exam voucher allows customers to access the official eBook.
PeopleCert exams can be taken online, through your web browser or using ExamShield proctoring software. Candidates choose how to take their exam in their account area on the PeopleCert website.
PeopleCert operate an exam insurance scheme called Take2. If you would like the opportunity to retake the exam , you must purchase Take2 before taking your exam.
Take2 can be purchased through your PeopleCert account up to 15 minutes before your exam.
Alternatively, you can become a PeopleCert Plus member to receive a free resit for all certifications you take.
You can find detailed information on PeopleCert exam terms and conditions on our exams terms and conditions page.
FAQ
What is ITIL® 4 Practitioner: Incident Management?
The ITIL 4 Practitioner: Incident Management practice module is for IT professionals who are involved in minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.
The individuals can demonstrate their understanding and application of the concepts covered in the ITIL 4 Incident Management practice at both strategic and operational levels maximizing value from this practice area
What are the prerequisites for ITIL® 4 Practitioner: Incident Management Practice?
ITIL® Foundation Certificate in IT Service Management OR ITIL® 4 Managing Professional Transition Certificate
What is ITSM?
ITSM stands for ‘IT Service Management’. It involves using policies, procedures, and best practices to optimize IT services for clients and employees.
What is ITIL 4?
ITIL 4 is the latest iteration of ITIL, the world’s leading framework for ITSM. It offers a series of best practices to help IT-powered organizations design, develop, and continually improve their IT services.
What does ITIL stand for?
Previously, ITIL stood for the ‘Information Technology Infrastructure Library’. The framework has evolved to the point where it is updated so often that it cannot be considered a static ‘library’. Because of this, the name no longer stands for anything.
What does the ITIL certification path look like?
Students must initially pass ‘ITIL Foundation’. Once a student has obtained ‘ITIL Foundation,’ they can go on to pass the ‘Practice Manager,’ ‘Managing Professional’ or ‘Strategic Leader’ streams. Obtaining all of the Practice Manager,’ ‘Managing Professional’ and ‘Strategic Leader’ certifications allows students to become an ‘ITIL Master.’ Students interested in a specific area of ITSM can take one of the four ITIL extension modules. These do not contribute to the ITIL Pathway.
How much is ITIL certification worth?
According to Payscale, certified ITIL practitioners can earn between $51,000 and over $259,000 (or £39,000 and over £200000), depending on their experience, role, and certification level. Even sitting a Foundation course can have significant benefits for ITSM professionals.
How does ITIL work?
ITIL provides users with a set of best practices for creating optimized IT services. It establishes cultures of continuous improvement, ensuring that users can enjoy long-term benefits with IT services continually aligned with business goals and strategies. It also offers proven practices for resource optimization and continuous improvement.
How can ITIL benefit businesses?
ITIL 4 is a modern framework that fully equips users to optimize their IT practices. It creates cultures of continuous improvement, enabling organizations to deliver top-quality IT products and services whilst also continually reviewing their own processes. The framework is also highly adaptable and can work alongside other popular approaches, such as DevOps. Finally, the framework is set to continue evolving to accommodate developments in technology and best practices. This makes ITIL future-proof for practitioner organizations.
Who are PeopleCert?
PeopleCert is the owner of and accrediting body for a number of best practice frameworks, including PRINCE2, PRINCE2 Agile, MSP, ITIL 4, and AgileSHIFT.
What is AXELOS?
AXELOS is a trademark of PeopleCert, the organization behind a variety of highly popular best practice frameworks, including ITIL 4, PRINCE2, MSP, and AgileSHIFT.
What other frameworks can complement ITIL?
ITIL 4 can be integrated with several other frameworks, including Agile, DevOps, and Lean. Some practitioners even use it alongside PRINCE2.
The ITIL 4 Practitioner: Incident Management practice module is for IT professionals who are involved in minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.
The individuals can demonstrate their understanding and application of the concepts covered in the ITIL 4 Incident Management practice at both strategic and operational levels maximizing value from this practice area.
The ITIL 4 Incident Management Practice 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 organization by using the ITIL Maturity Model
Module 0: Welcome to ITIL 4 Incident Management Practice
Duration: 55m
Module zero introduces you to the course main features, learning plan, aims and objectives, and structure.
It also offers a syllabus, a diagram and tables pack, a further reading and links document and links to download essential copies of the framework publications. It also contains some of the most frequently asked questions about ITIL 4 Incident Management Practice.
Module 1: Key concepts
Duration: 1h
Module 1 explains some key terms and concepts of the incident management practice. It then explains the practice success factors (PSFs) and the key metrics of the incident management practice.
Module 2: Processes and people
Duration: 1h
Module 2 begins with an explanation of the two incident management practice processes: incident handling and resolution and periodic incident review. It describes the inputs, outputs and key activities of both processes and how to integrate the incident management practice in the organization’s value streams.
Module 3: Enabling the practice
Duration: 1h
Module 3 completes the content for this course with a description of further concepts that enable the incident management practice. We start by explaining automation and tooling, and providing recommendations for the automation of incident management.
The module goes on to discuss partners and suppliers, explaining the dependencies of the practice on third parties and how partners and suppliers can support the practice. Capability is the next topic to be covered, with an explanation of how capability criteria support the practice capability development.
The module ends with recommendations for incident management practice success and how they’re supported by the ITIL guiding principles.
Module 4: The practice exams
Duration: 1h 5m
Module 4 contains two practice tests provided by PeopleCert.
Module 5: ITIL 4 Incident Management Practice wrap-up
Duration: 5m
Module 5 provides information on booking the exam and other courses of interest.
This is a multiple-choice ‘Objective Test Question’ (OTQ) exam consisting of 20 questions
There is a time limit of 30 minutes to complete the exam
The exam is closed book, with only the provided materials being permitted for use
The pass mark for the exam is 65%
In countries where English is a second language, the time allocated for the exam is extended to 75 minutes
PeopleCert Exam Information
Your exam voucher will be sent to you shortly after you purchase your course. The exam voucher must be redeemed on the PeopleCert website before starting your course. Redeeming the exam voucher allows customers to access the official eBook.
PeopleCert exams can be taken online, through your web browser or using ExamShield proctoring software. Candidates choose how to take their exam in their account area on the PeopleCert website.
PeopleCert operate an exam insurance scheme called Take2. If you would like the opportunity to retake the exam , you must purchase Take2 before taking your exam.
Take2 can be purchased through your PeopleCert account up to 15 minutes before your exam.
Alternatively, you can become a PeopleCert Plus member to receive a free resit for all certifications you take.
You can find detailed information on PeopleCert exam terms and conditions on our exams terms and conditions page.
What is ITIL® 4 Practitioner: Incident Management?
The ITIL 4 Practitioner: Incident Management practice module is for IT professionals who are involved in minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.
The individuals can demonstrate their understanding and application of the concepts covered in the ITIL 4 Incident Management practice at both strategic and operational levels maximizing value from this practice area
What are the prerequisites for ITIL® 4 Practitioner: Incident Management Practice?
ITIL® Foundation Certificate in IT Service Management OR ITIL® 4 Managing Professional Transition Certificate
What is ITSM?
ITSM stands for ‘IT Service Management’. It involves using policies, procedures, and best practices to optimize IT services for clients and employees.
What is ITIL 4?
ITIL 4 is the latest iteration of ITIL, the world’s leading framework for ITSM. It offers a series of best practices to help IT-powered organizations design, develop, and continually improve their IT services.
What does ITIL stand for?
Previously, ITIL stood for the ‘Information Technology Infrastructure Library’. The framework has evolved to the point where it is updated so often that it cannot be considered a static ‘library’. Because of this, the name no longer stands for anything.
What does the ITIL certification path look like?
Students must initially pass ‘ITIL Foundation’. Once a student has obtained ‘ITIL Foundation,’ they can go on to pass the ‘Practice Manager,’ ‘Managing Professional’ or ‘Strategic Leader’ streams. Obtaining all of the Practice Manager,’ ‘Managing Professional’ and ‘Strategic Leader’ certifications allows students to become an ‘ITIL Master.’ Students interested in a specific area of ITSM can take one of the four ITIL extension modules. These do not contribute to the ITIL Pathway.
How much is ITIL certification worth?
According to Payscale, certified ITIL practitioners can earn between $51,000 and over $259,000 (or £39,000 and over £200000), depending on their experience, role, and certification level. Even sitting a Foundation course can have significant benefits for ITSM professionals.
How does ITIL work?
ITIL provides users with a set of best practices for creating optimized IT services. It establishes cultures of continuous improvement, ensuring that users can enjoy long-term benefits with IT services continually aligned with business goals and strategies. It also offers proven practices for resource optimization and continuous improvement.
How can ITIL benefit businesses?
ITIL 4 is a modern framework that fully equips users to optimize their IT practices. It creates cultures of continuous improvement, enabling organizations to deliver top-quality IT products and services whilst also continually reviewing their own processes. The framework is also highly adaptable and can work alongside other popular approaches, such as DevOps. Finally, the framework is set to continue evolving to accommodate developments in technology and best practices. This makes ITIL future-proof for practitioner organizations.
Who are PeopleCert?
PeopleCert is the owner of and accrediting body for a number of best practice frameworks, including PRINCE2, PRINCE2 Agile, MSP, ITIL 4, and AgileSHIFT.
What is AXELOS?
AXELOS is a trademark of PeopleCert, the organization behind a variety of highly popular best practice frameworks, including ITIL 4, PRINCE2, MSP, and AgileSHIFT.
What other frameworks can complement ITIL?
ITIL 4 can be integrated with several other frameworks, including Agile, DevOps, and Lean. Some practitioners even use it alongside PRINCE2.
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