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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10:00 AM to 5:00 PM (IST)
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