ITIL® 4 Practitioner: Incident Management Training

ITIL® 4 Practitioner: Incident Management Training Outline

Module 1: Key Concepts of the Practice 

• Purpose of the Practice 

• Practice Success Factors (PSF) Key Metrics of the Practice 

• Key Terms/Concepts 

• Incident 

  • Incident Model 

  • Major Incident 

  • Workaround 

  • Technical Debt 

  • Task Priority 

  • Prioritisation 

Module 2: Processes of the Practice 

• Inputs and Outputs of the Processes 

• Key Activities of the Processes 

• How to Integrate the Practice in the Organisation's Value Streams? 

Module 3: Roles and Competencies of the Practice 

• Responsibilities of the Key Roles of the Practice 

  • Incident Manager 

  • Roles Involved in Incident Management 

• How to Position the Practice in the Organisational Structure? 

Module 4: How Information and Technology Support and Enable the Practice 

• Tools Application 

• Recommendations on Automation 

Module 5: Role of Partners and Suppliers in the Practice 

• Dependencies of the Practice on Third Parties 

• How Partners and Suppliers Can Support the Practice? 

Module 6: How the ITIL® Capability Model can be used to Develop the Practice? 

• How do Capability Criteria Support the Practice Capability Development? 

Module 7: Recommendations for the Practice Success 

• Recommendations for the Incident Management Success 

• How are they Supported by the ITIL® Guiding Principles? 

What You’ll Learn in this Course

This course takes you from understanding the fundamentals of ITIL® Incident Management to apply structured practices for efficient service restoration. Each stage enhances your ability to manage incidents effectively and maintain business continuity. 
 

• Learn the core concepts and principles of ITIL® Incident Management 

• Learn how to identify, categorise, and prioritise incidents effectively 

• Learn the roles and responsibilities within the incident management process 

• Learn to apply best practices for swift incident resolution and communication 

• Learn how to use ITIL® tools and techniques to minimise service disruption 

• Learn to measure performance and drive continual service improvement 

ITIL® 4 Practitioner: Incident Management Training Exam Information 

The ITIL® 4 Practitioner: Incident Management Exam evaluates a learner’s knowledge of ITIL® 4 concepts, principles, and best practices in incident management. It focuses on applying structured approaches to resolve incidents efficiently, reduce business impact, and maintain uninterrupted service operations. The exam details are as follows: 
 

• Question Type: Multiple Choice  

• Total Questions: 20 Questions  

• Total Marks: 20 Marks  

• Pass Marks: 65%, or 13/20 Marks  

• Duration: 30 Minutes  

• Open Book/Closed Book: Closed book