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ITIL® 4 Practitioner: Incident Management

Categories: ITIL 4, Public Courses
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About Course

ITIL® 4 Practitioner: Incident Management focuses on equipping professionals with the skills and knowledge necessary to effectively manage and resolve incidents within the IT service environment. This course delves into practical techniques for identifying, categorizing, prioritizing, and resolving incidents promptly, minimizing disruption to services and ensuring smooth business operations. Participants learn to apply ITIL® 4 principles and practices to handle incidents efficiently, fostering a proactive approach to incident management that enhances service quality and customer satisfaction.

Duration: 1 Days

Course Outline

General information​

  • Purpose and description​
  • Terms and concepts​
  • Scope​
  • Practice success factors​
  • Key metrics​

Value streams and processes​

  • Processes​
  • Value stream contribution​

Organizations and people​

  • Roles, competencies, and responsibilities​
  • Organizational structures and teams

Information and technology​

  • Information exchange​
  • Automation and tooling​

Partners and suppliers​

Capability assessment and development​

  • The practice capability levels​
  • Capability self-assessment​
  • Incident Management capability development​
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What Will You Learn?

  • Incident Identification: Techniques for recognizing and capturing incidents within the IT service environment.
  • Incident Categorization: Methods for categorizing incidents based on impact, urgency, and other relevant factors to prioritize responses.
  • Incident Prioritization: Strategies for determining the priority level of incidents to allocate resources effectively and minimize disruption.
  • Incident Investigation: Approaches to investigate incidents thoroughly, gathering necessary information to facilitate resolution.
  • Incident Resolution: Techniques for resolving incidents promptly and efficiently, restoring services to normal operation.
  • Incident Communication: Effective communication methods for keeping stakeholders informed throughout the incident lifecycle.
  • Incident Closure: Procedures for verifying the resolution of incidents and documenting the closure process.
  • Continuous Improvement: Utilizing incident data and feedback to identify opportunities for process enhancements and proactive measures.
  • Tools and Technologies: Familiarization with tools and technologies that support incident management processes, enhancing efficiency and effectiveness.
  • Collaboration and Coordination: Strategies for collaboration and coordination among teams involved in incident response to ensure seamless resolution and minimal impact on services.