ITIL® 4 Practitioner: Incident Management Official Training eLearning Course.
This is the Official PeopleCert® eLearning course, crafted and delivered by the creators of ITIL® - the course and exam all in one bundle!
eLearning Discover our ITIL 4 Practitioner: Incident Management course
Interactive
Self-paced
Device-friendly
2-3 hours of content
Mobile-optimised
What's Included?
12-months 'on-demand' 24x7 access, providing a true Self-paced Experience.
PeopleCert Official eBook, a valuable resource for exam preparation, and a go to Reference Guide.
PeopleCert Official Learning Resource Kit including Learner Workbook and Quick Reference Guide.
Interactive eLearning.
Auto-marked sample papers.
PeopleCert Exam voucher (inclusive of proctor valid for 12 months), schedule your exam at a time and location of your choosing.
Quizzes, including Knowledge Checks.
Optional (included for free with PeopleCert Plus Membership):
Official online mock exam replicating and experiencing the Actual Test Environment.
Exam retake (known as Take2), offering a Second Chance at the exam if you don't get a satisfactory result on your first try.
What will you learn?
Key concepts - Understand the purpose and key concepts of Incident Management, including its role in restoring normal service operations swiftly following disruptions.
Practice success factors - Learn about practice success factors (PSF) and key practice metrics, crucial for evaluating Incident Management effectiveness and ensuring timely resolution of incidents.
Practice processes - Explore Incident Management processes, including key activities, and discover how to seamlessly integrate them into your organisation's value stream to minimise service downtime.
Roles and competencies - Focus on key roles within Incident Management, and understand how to position the practice effectively within your organisation. Develop competencies necessary for efficient incident resolution.
Information and technology - Discover how Information and Technology can support and enhance Incident Management processes, enabling quicker incident detection, diagnosis, and resolution for improved service delivery.
Partners and suppliers - Explore the role of partners and suppliers in Incident Management, and learn how to collaborate effectively to leverage external expertise and resources during incident response.
The ITIL Capability model - Gain insights into how the ITIL capability model supports the development of Incident Management capabilities, ensuring alignment with industry best practices and organisational needs.
Practice success - Learn strategies for succeeding with Incident Management, understanding how it is underpinned by the ITIL guiding principles to ensure efficient incident resolution and service restoration.
Exam Information
Prerequisites: ITIL 4 Foundation or ITIL 4 Managing Professional Transition Certificate Open/closed book: Closed Book Duration: 30 minutes Questions: 20 Multiple Choice Questions Pass Mark: 13/20 (65%) Available Languages: English
