Description

Description

The ITIL 4 Practitioner: Incident Management practice module is designed for IT professionals engaged in mitigating the adverse effects of incidents by swiftly restoring normal service operations.

Certification Information:

Exam Information
– 20 questions
– Multiple choice
– 13 out of 20 marks required to pass (65%)
– 30 minutes
– Closed book

Training Objectives

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

Course Outline

• In this course you will receive:
• – Official course content and curriculum
• – PeopleCert Exam Voucher included
• – Take 2 exam re-sit included (eligible on public events)
• – After-course instructor coaching benefit included