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.

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.

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.

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.

Duration: 1h 5m

Module 4 contains two practice tests provided by PeopleCert.

Duration: 5m

Module 5 provides information on booking the exam and other courses of interest.

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

ITIL® Foundation Certificate in IT Service Management OR
ITIL® 4 Managing Professional Transition Certificate

ITSM stands for ‘IT Service Management’. It involves using policies, procedures, and best practices to optimize IT services for clients and employees.

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.

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.

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.

According to Payscale, certified ITIL practitioners can earn between $51,000 and over $259,000 (or £18,000 and over £118,000), depending on their experience, role, and certification level. Even sitting a Foundation course can have significant benefits for ITSM professionals.

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.

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.

AXELOS is a trademark of PeopleCert, the organization behind a variety of highly popular best practice frameworks, including ITIL 4, PRINCE2, MSP, and AgileSHIFT.

ITIL 4 can be integrated with several other frameworks, including Agile, DevOps, and Lean. Some practitioners even use it alongside PRINCE2.