Course Overview
ITIL4 Incident management is the process of handling and resolving disruptions or issues in a systematic and efficient manner. An incident manager is an individual responsible for overseeing and coordinating the resolution of incidents to minimize their impact on an organization’s operations
ITIL 4 Incident Management training is designed to support candidates in achieving the necessary knowledge and capabilities to be awarded as an Incident Manager
Key concepts of the practice
Processes of the practice
Roles and competencies of the practice
How information and technology enable the practice
Role of partners and suppliers in the practice
How the ITIL capability model can be used to develop the practice
How the guiding principles support the practice
Oversee incident coordination within the organization or in specific domains such as region, product, or technology, based on organizational structure
Supervise and evaluate the performance of teams responsible for addressing and resolving incidents
Facilitate manual efforts associated with incidents, particularly those involving several teams
Guarantee adequate awareness of incidents and their status throughout the organization
Carry out regular incident assessments and introduce enhancements to the incident management practice, incident models, and incident handling procedures
Gauge, evaluate, and cultivate the Incident Management practice capacity in their organization utilizing the ITIL Maturity Model
This module is aimed at IT professionals who are involved in minimizing the negative impact of incidents by restoring normal service operation as quickly as possible
In order to access ITIL 4 Incident Management exam, candidates must hold an ITIL 4 Foundation certificate or an ITIL 4 Managing Professional Transition certificate
Duration of 30 minutes (45 minutes for candidates taking the exam in a language other than their native)
Closed book
20 multiple choice questions
1 mark for each correct answer
Passing score: 13/20 marks - 65%
Note: This course is inclusive of online Proctored Exam voucher. Appearing for the exam is mandatory after completing the training
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