ITIL® 4 Practitioner: Incident Management

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:

• Incident
• Incident Model
• Major Incident
• Workaround
• Technical Debt
• Task Priority
• Prioritisation

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:

• Incident Manager
• Other Roles Involved In Incident Management

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:

• Incident Manager
• Technical Specialist
• IT Operations Manager
• Service Delivery Manager
• IT Service Manager
• Process Manager
• Incident Response Manager
• IT Incident Coordinator
• IT Support Manager
• Technical Support Manager
• IT Service Desk Manager
• Network Operations Manager
• IT Security Manager
• Infrastructure Manager
• Major Incident Manager
• Incident Supervisor

Our ITIL® 4 Practitioner: Incident Management training course includes the following materials:

• Pre-reading
• A Full ITIL® 4 Practitioner: Incident Management Course Manual
• ITIL® 4 Official Core Guidance (eBook Format)
• Quizzes
• Exercises

The following are the prerequisites for our ITIL® 4 Practitioner: Incident Management training course:

• ITIL® Foundation Certificate OR ITIL® 4 Managing Professional Transition (MPT) Certificate
• Training Through An Accredited Training Organisation (ATO)

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:

• Duration: 30 Minutes
• Closed Book: Yes
• Format: 20 Questions With 1 Mark Each. No Negative Marking.
• Question Type: Standard Classic, Negative, & List
• Bloom's Level's: 2 & 3
• Pass Mark: 65% Or 13/20

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:

• Be current and valid – ID containing dates that have expired are not allowed.
• Be an original, not a photocopy.
• Include a recognisable photo of you.
• Match the information you gave when you booked your online exam.
• Be a government-issued national/state/province identity card that is recognized by the country in which you are a citizen or permanent resident.
• Contain your Birthdate/Year.
• Contain your First/Middle Name(s) and Last Name in English (Latin) characters.

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 individual practices will be offered through one-day training courses or bundled and combined in three-day training courses with practical assignments built into the course, to help you apply what you’ve learned in real-life work scenarios.

The practices will also be enriched with additional guidance on the capability model based on the ITIL® 4 maturity model.