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Please Note: You can book this course and hold it in credit until you have decided on a specific course date. Alternatively, please view our other course dates
Our ITIL® 4 Practitioner: Incident Management training course is structured and aligned around the ITIL® Framework. The examination is intended to assess whether you can demonstrate sufficient understanding and application of the concepts covered in the ITIL® 4 Incident Management practices publication.
Our ITIL® 4 Practitioner: Incident Management training course will cover the following topics:
1. The key concepts of the practice
1.1. Explain the purpose of the practice
1.2. Describe the practice success factors (PSF) & key metrics of the practice
1.3. Explain the key terms/concepts:
2. The processes of the practice
2.1. Describe inputs and outputs of the processes
2.2. Describe the key activities of the processes
2.3. Know how to integrate the practice in the organisation’s value streams
3. The roles and competencies of the practice
3.1. Describe the responsibilities of the key roles of the practice:
3.2. Know how to position the practice in the organisational structure
4. How information and technology support and enable the practice
4.1. Explain the tools application
4.2. Apply the recommendations on automation
5. The role of partners and suppliers in the practice
5.1. Explain the dependencies of the practice on third parties
5.2. Explain how partners and suppliers can support the practice
6. How the ITIL® capability model can be used to develop the practice
6.1. Explain how capability criteria support the practice capability development
7. The recommendations for the practice success
7.1. Understand the recommendations for incident management success and how they are supported by the ITIL® guiding principles
Our ITIL® 4 Practitioner: Incident Management training course is aimed towards validating the skills and knowledge of professionals seeking to establish a good cross-practice collaboration and effective service value streams. The main job titles that are applicable to this training course are:
Our ITIL® 4 Practitioner: Incident Management training course includes the following materials:
The following are the prerequisites for our ITIL® 4 Practitioner: Incident Management training course:
It might be useful to revise your ITIL® 4 Foundation level materials again to reinforce your existing level of knowledge of ITIL® 4.
ITIL® 4 Practitioner: Incident Management Examination:
The ITIL® 4 Practitioner: Incident Management examination will comprise of:
Read the PeopleCert Official Guidance for Windows Devices and MacOS Devices for a step-by-step guide on how to take your online proctored examination.
Your Identification Document (ID):
On the day of your exam, your Proctor will verify your ID. You are responsible for ensuring the ID used to register and take your exam is valid and acceptable. On your exam day, if you do not present valid and acceptable ID, or the First/Middle Name(s) and Last Name of your ID do not exactly match the name you used to register for your exam, you will not be allowed to test and will not be entitled to a refund. You will, however, be able to re-book your exam following the standard exam booking process. Your ID must:
Please Note: Electronic IDs will not be accepted.
From 01 January 2023: All PeopleCert certifications will need to be renewed after three years. You can do this by retaking the examination before the renewal date, collecting professional development points via MyAXELOS or taking further certifications before the renewal date. If you make the decision to not renew your certification, you will not be removed from the Successful Candidate Register (SCR). You will remain on the Successful Candidate Register (SCR), however it will be flagged that your certification is not up to date.
To achieve the ITIL® 4 Practice Manager designation, you will need to have completed five individual practices plus the ITIL® 4 Specialist: Create, Deliver & Support (CDS) module, or you will need to have completed the three-day bundled or combined module plus the ITIL® 4 Specialist: Create, Deliver & Support (CDS) module.
A management practice is defined as a set of organisational resources designed for performing work or accomplishing an objective. There are 34 ITIL® management practices in total, representing some of the most practical resources of the framework.
The practices will also be enriched with additional guidance on the capability model based on the ITIL® 4 maturity model.
Joining Instructions for Purple Griffon training courses are sent the week before the course start date. First, your Account Manager will email to confirm your booking with you. Both, the materials and exam voucher will be emailed to you the week before the training course. Finally, the tutor will send the invitation to you directly and this will be via the MS Teams or Zoom platform.
The duration of our ITIL® 4 Practitioner: Incident Management is one-day.
Our one-day ITIL® 4 Practitioner: Incident Management training course is usually delivered from 09:00 to 17:00 (UK Time).
To achieve the ITIL® 4 Practice Manager designation, you will need to have completed five individual practices plus the ITIL® 4 Specialist: Create, Deliver & Support (CDS) module, or you will need to have completed the three-day bundled or combined module plus the ITIL® 4 Specialist: Create, Deliver & Support (CDS) module.
ITIL® 4 still has most of the core elements of ITIL® V3, and existing guidance will be recognisable in parts of ITIL® 4, however the are no direct like-for-like modules between the two existing ITIL® certification schemes.
If you are attending our one-day ITIL® 4 Practitioner: Incident Management virtual training course, our expert tutors have years of experience in IT Service Management (ITSM) and will teach you everything you need to know to pass the ITIL® 4 Practitioner: Incident Management exam. You will also be provided with ITIL® 4 Practitioner: Incident Management sample papers and the official core guidance in eBook format for you to work through before your proctored exam.
The ITIL® 4 Practitioner: Incident Management proctored examination is taken over thirty minutes and comprises of twenty questions. In order to get your ITIL® 4 Practitioner: Incident Management certificate, you must score 65% or 13/20 to pass the exam. With Purple Griffon, sitting your ITIL® 4 Practitioner: Incident Management exam is now easier than ever.
From 01 January 2023: All PeopleCert certifications will need to be renewed after three years. You can do this by retaking the examination before the renewal date, collecting professional development points via MyAXELOS or taking further certifications before the renewal date. If you make the decision to not renew your certification, you will not be removed from the Successful Candidate Register (SCR). You will remain on the Successful Candidate Register (SCR), however it will be flagged that your certification is not up to date.
The ITIL® 4 Practitioner: Incident Management proctored examination is a closed book examination with no notes.
The ITIL® 4 Practitioner: Incident Management exam can be taken in English.
Our one-day ITIL® 4 Practitioner: Incident Management training course will teach you the key concepts, principles, value and challenges of the Incident Management practice. It is intended to provide you with best practice guidance at both strategic and operational levels on how to minimise the negative impact of incidents by restoring normal service operation as quickly as possible.
To be awarded the ITIL® 4 Practitioner: Incident Management certification, you must complete ITIL® 4 Practitioner: Incident Management certification training, and when you feel comfortable, take the ITIL® 4 Practitioner: Incident Management proctored exam. If you score 65% or 13/20 correct answers in the exam, then you will receive your ITIL® 4 Practitioner: Incident Management certificate.
The following are the prerequisites for our ITIL® 4 Practitioner: Incident Management training course:
Read the PeopleCert Official Guidance for Windows Devices and MacOS Devices for a step-by-step guide on how to take your online proctored examination.
If you are preparing to take, or are registered to take an online exam with live invigilation, please take the time to read the PeopleCert Identification Policy.
The ITIL® 4 Practitioner: Incident Management certification is governed and maintained by PeopleCert. PeopleCert delivers exams in more than 200 countries, in 25 languages, through its state-of-the-art assessment technology.
ITIL® 4 certifications help you to compete in a complex market and ensure that you stay relevant. It will ensure that you understand widely-used concepts, terms, and practices to improve your organisation's growth.
Our ITIL® 4 Practitioner: Incident Management training course is aimed towards the following roles:
Our three-day ITIL® 4 Specialist Create, Deliver & Support (CDS) training course provides universal guidance that further explores the concepts introduced in ITIL® 4 Foundation while covering challenges modern enterprises face – from professionalism, team culture and collaboration, to outsourcing work and managing multiple suppliers. ITIL® 4 Specialist Create, Deliver & Support (CDS) is the logical next step after ITIL® 4 Foundation for those wanting to make immediate tangible changes to their organisation’s working methods in service management.
IT Service Management (ITSM) refers to the activities involved in implementing, managing, and delivering the lifecycle of IT services. ITSM is used to make sure the right mix of people, processes, and technology is in place to provide business value. IT Service Management doesn't just help with solving day-to-day issues. It can increase value and cost efficiency and reduce the impact of incidents on the business. IT Service Management is the art of making businesses run.
ITIL® is used by millions of professionals all around the World, and ITIL® has been adopted by thousands of organisations, such as NASA, Microsoft, and HSBC. ITIL® is a set of practices, which focus on aligning IT services with the needs of the business. ITIL® provides comprehensive and practice guidance to establish a service management system. The ITIL® Framework will help businesses and professionals get optimal value from IT and digital services. The main focus of ITIL® is to maximise value to customers by aligning IT resources with business needs.
ITIL® 4 is the latest version of the ITIL® Framework, which was released in February 2019. ITIL® 4 is highly value-centric and focuses on bringing different stakeholders in the organisation together to create value for the customer. With new frameworks growing in popularity, such as SIAM™ and VeriSM™, the previous version of ITIL® (ITIL® V3) had to step up its game and improve the way it dealt with challenges brought on by digital disruption. ITIL® 4, the current version of ITIL®, takes all of the best parts from ITIL® V3 and creates a framework that focuses on delivering tailor-made solutions for organisations through "practices" instead of "processes." Also, Agile, DevOps, and Digital Transformation all play a role in the new ITIL® 4 Framework. The key elements of ITIL® 4 are the four dimensions, the guiding principles, the move from processes (ITIL® V3) to practices (ITIL® 4), and the service value system.
As Of 01 April 2023: Purple Griffon is now offering complimentary Take2 on all ITIL® 4 and PRINCE2® examinations. Take2 is one free exam resit should you fail on your first attempt at the examination.
INFORMATION
Now only £595 595 + VAT
Now only £595 595 + VAT
All of our trainers have achieved exceptionally high delegate pass rates for accredited examinations for all our courses. We also offer complimentary pre and post-course support for any questions you may have.
We try and be as flexible as we can and accommodate your needs. We can swap delegates at any time with no charge. We can also create bespoke content should this be required.
We specialise in IT Service and Project Management. All of our Trainers and Consultants have considerable years of hands-on experience in IT Service / Project Management, working across a wide number of industry sectors.
Our training, sales and admin staff are all professional, helpful, friendly and approachable. We believe in providing excellent customer service. You will always have a dedicated friendly Account Manager
