PeopleCert ITIL® 4 Practitioner: Incident Management Certification Course Including Official Exam
 
Learn about the processes and activities of the Incident Management practice, and their roles within the service value chain.
 
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.
 
What skills will you acquire?
Service Operation
Develop operational support and analysis skills for ITSM activities, including monitoring and maintaining IT systems and infrastructure.
 
Change
Gain expertise in developing, implementing, monitoring, and communicating change plans, schedules, and the status of changes to IT products and services for stakeholders.
 
Problem Management
Learn how to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors.
 
Target Audience
System Administrator
Database Administrator
IT Service Desk Analyst
DevOps Engineer
Network Engineer
IT Service Manager
 
Course Prerequisites
The candidate must have passed the ITIL® 4 Foundation examination.

Test Certification
Upon passing the ITIL® 4 Practitioner: Incident Management exam, you’ll receive the official certification.

Exam Overview
Material allowed: None. This is a ‘closed book’ exam. The ITIL 4: Incident Management Practice publication should be used for study but is NOT permitted to be used in the exam.
Exam duration: 30 minutes. Candidates taking the exam in a language that is not their native or working language may be awarded 25% extra time, i.e. 38 minutes in total.
Number of marks: 20 marks. There are 20 questions, each worth 1 mark. There is no negative marking.
Pass mark: 13 marks. You need to answer 13 questions correctly (65%) to pass the exam.
Level of thinking: Bloom’s levels 2 & 3.
“Bloom’s level” describes the type of thinking needed to answer the question.
For Bloom’s 2 questions, you need to show understanding of the concepts, methods and principles of the ITIL® 4 Practitioner: Incident Management module.
For Bloom’s 3 questions, you need to demonstrate application of these concepts, methods and principles of the ITIL® 4 Practitioner: Incident Management module.
Question types: Standard, Missing word, Negative, & List. The questions are all ‘multiple choice’.
For the ‘standard’ questions, you have a question and four answer options.
‘Negative’ questions are ‘standard’ questions in which the stem is negatively worded.
For the ‘missing word’ questions, there is a sentence with a word missing and you have to select the missing word from four options.
For the ‘list’ questions, there is a list of four statements and you have to select two correct statements from the list.
 
The exam is available in:
Chinese
English
French
German
Japanese
Italian
Polish
Portuguese (Brazilian)
Spanish

Package Includes:
PeopleCert Official Training Materials (OTM)
ITIL® 4 Practitioner: Incident Management eBook
Sample exam papers and rationales
Official PeopleCert ITIL® 4 Practitioner: Incident Management Exam Voucher (valid for 12 months)