ITIL 4 Practitioner: Incident Management e-learning

ITIL® 4 Practitioner: Incident Management teaches you to minimise the negative impact of incidents by restoring normal service operation as quickly as possible. The course covers the processes, activities and roles of the practice, and its place in the service value chain.

Through flexible, self-paced eLearning, you will learn how to detect, manage and resolve incidents efficiently, how to measure the effectiveness of the practice, and how to integrate it into your organisation's value streams to reduce service downtime. The course prepares you for the ITIL® 4 Practitioner: Incident Management certification exam.

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Audience

This course is suitable for professionals who work with or want to strengthen the Incident Management practice in their organisation, including:

  • Service desk analysts
  • Incident managers and incident specialists
  • System, network and database administrators
  • DevOps engineers
  • IT operations professionals
  • IT service managers

Learning Objectives

After completing the course, you will be able to:

  • Understand the purpose and key concepts of Incident Management, including its role in restoring normal service operation quickly after disruptions
  • Use practice success factors (PSFs) and key metrics to evaluate incident handling and timely resolution
  • Apply the key processes and activities of the practice and integrate them into your organisation's value streams to support reduced service downtime
  • Position the practice effectively in your organisation and understand the roles and competencies needed for efficient incident resolution
  • Explain how information and technology support the practice with tools and systems for faster incident detection, diagnosis and resolution
  • Collaborate effectively with partners and suppliers to draw on external expertise and resources during incident response
  • Use the ITIL capability model to assess and develop the capabilities of the Incident Management practice
  • Apply recommendations for practice success, supported by the ITIL guiding principles

Prerequisites

Candidates must hold one of the following:

  • Any ITIL v3 certification
  • ITIL® 4 Foundation
  • ITIL® 4 Managing Professional certificate

Training through an accredited training organization or official ITIL eLearning is also required. Proof of completion is required before exam results are released.

Course Materials

The eLearning course includes:

  • Official ITIL® eBook
  • Exam voucher
  • Learning Resource Kit, including Learner Workbook and Quick Reference Guide
  • Interactive eLearning (approx. 2–3 hours)
  • Auto-marked sample papers
  • Practical exercises and quizzes
  • Scenario-based case studies
  • Real-time progress tracking
  • Embedded glossary with key terminology

Course Content

 

Key Concepts

The purpose and key concepts of Incident Management, including its role in restoring normal service operation quickly after disruptions.

Practice Success Factors and Metrics

Practice success factors (PSFs) and key metrics used to evaluate incident handling and timely resolution.

Processes and Value Streams

Key processes and activities of the practice, and how to integrate them into the organisation's value streams to support reduced service downtime.

Roles and Competencies

Key roles in the practice, how to position it within the organisation, and the competencies needed for efficient incident resolution.

Information and Technology

How information and technology enable the practice, with tools and systems for faster incident detection, diagnosis and resolution.

Partners and Suppliers

The role of partners and suppliers, and how to work with them to draw on external expertise and resources during incident response.

The ITIL Capability Model

How the capability criteria support the development of the Incident Management practice in line with best practice and organisational requirements.

Practice Success

Recommendations for succeeding with Incident Management, and how they are supported by the ITIL guiding principles.

 

Certification Exam

The course prepares you for the official ITIL® 4 Practitioner: Incident Management certification exam.

  • 20 multiple-choice questions
  • 30 minutes
  • Closed book
  • 65% required to pass
  • Available in English, Chinese, French, German, Italian, Japanese, Polish, Portuguese (Brazilian) and Spanish
  • Exam voucher included

The exam is taken digitally via PeopleCert