This module introduces the main features of the course, including the learning plan, aims, objectives, and overall structure. It provides students with a syllabus, diagram and tables pack, further reading materials, and links for downloading essential framework publications. Additionally, it addresses some of the most frequently asked questions about the ITIL® 4 Incident Management Practice.
This module delves into the fundamental terms and concepts of the incident management practice. It outlines the practice success factors (PSFs) and key metrics essential for evaluating the effectiveness of incident management within an organization.
The focus shifts to the core processes of incident management, specifically incident handling and resolution, and periodic incident reviews. It details the inputs, outputs, and key activities of these processes and discusses how to integrate the incident management practice into the organization’s value streams.
This module explores additional concepts that support the incident management practice, starting with the use of automation and tooling. Recommendations for automating incident management are provided. The discussion extends to the role of partners and suppliers, their impact on the practice, and how they can enhance service delivery. It also covers how capability criteria support the practice’s development and ends with guidance on achieving success in incident management, aligned with ITIL® guiding principles.
This module offers two practice tests provided by PeopleCert, designed to prepare students for the final certification exam by simulating the exam conditions and testing their knowledge of the course material.
The final module provides details on how to book the certification exam and introduces other relevant courses that may be of interest to students looking to further their ITIL® education.