ITIL® 4 Practitioner: Incident Management

The ITIL® 4 Practitioner: Incident Management course focuses on minimizing the negative impact of incidents by restoring normal service operation as quickly as possible. Participants learn how effective incident management supports service continuity and improves the reliability of IT services.

Incident Management is a core practice within IT service management. Its purpose is to restore normal service operation as quickly as possible when disruptions occur and to minimize the impact on business operations.

This course provides practical guidance on the processes, roles and activities involved in managing incidents effectively. Participants learn how to coordinate incident handling across teams, ensure transparency of incident status across the organisation and implement improvements to incident models and procedures.

The course also explores techniques such as incident coordination, incident reviews and cross-team collaboration, helping organisations strengthen operational service management and maintain high service quality.

«Understand the structure of processes and roles required to enable Incident Management to work optimally.»

 

Course objectives

This course will help you to:

• Practical tips to evaluate your Incident Management process against ITIL4 Capability maturity model
• Practical tips on organising 'swarming' techniques across multiple providers
• Coordinate incident handling in the organization or in a specific area, such as territory, product, or technology, depending on the organizational 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 organization
• 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.

Audience

This course is suitable for:

• IT service management professionals
• Incident managers and incident coordinators
• IT operations and support professionals
• Problem managers and service reliability professionals
• Anyone holding an ITIL certification who wants to deepen their knowledge of ITIL practices

Prerequisite:

For taking the exam, a candidate must have passed the ITIL 4 Foundation certification or ITIL® V3 Foundation examination.

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