ITIL 4 Practitioner: Incident Management - PeopleCert Accredited Official eLearning Don't be Caught Unaware. Manage Service Outages Decisively With As Little Impact As Possible.

Course Description

Incident Management is a necessary evil.  You wish it did not have to exist, but the  reality is that, no matter how good things are, they break.  Some more than others.  All organizations need to fix these issues and resolve incidents daily.  Without an incident management process in place, the business would not keep running.  

Incidents can cause a host of issues for organizations, from temporary stoppage of business operations to data loss and loss of revenue and business.  When done well, incident management can provide an efficient and effective way to fix all kinds of incidents with little disruption, and in a way that leaves organizations more prepared for the next incident.

Incident Management has grown far beyond helping users resolve outages after they happen.  It has become a process for maintaining constant uptime and accelerating continuous improvement.  Having an Incident Management practice in place allows for:

• Faster resolution
• Better user experience
• Increased operational efficiency
• Reduction in costs
• Deeper insights about how to improve the success of the organization

Don’t be caught unaware.  Be prepared to manage service outages decisively and with as little impact on your organization as possible.  If you currently work in or manage your Incident Management practice or want to gain the skills and knowledge required to be hired into an Incident Management practice, then this course is for you.

In This Course You Will Learn:

The ITIL 4 Practitioner: Incident Management practice module is for IT professionals who are involved in minimising the negative impact of incidents by restoring normal service operation as quickly as possible.  

By completing this course and gaining your ITIL 4 Practitioner:  Service Desk Certification you will be able to:

• Coordinate incident handling in the organization or in a specific area, such as territory, product, or technology, depending on the organizational design
• Monitor and review the work of teams that handle and resolve incidents
• Coordinate manual work with incidents, especially those involving multiple teams
• Ensure sufficient awareness of the incidents and their status across the organization
• Conduct regular incident reviews and initiate improvements of the incident management practice, the incident models, and the incident handling procedures
• Measure, assess and develop the Incident Management practice capability in your organisation by using the ITIL Maturity Model.

Prerequisites

In order to take this course, you must hold the ITIL 4 Foundation Certification or the ITIL 4 Managing Professional Transition Certification.  In order to sit for the exam, you must complete this course and receive the official Letter of Attendance for this course.

Outline

1.0: Incident Management Practice                

• 1.1: Introduction to Incident Management Practice                
• 1.2: Key Concepts of Incident Management
• 1.3: The Purpose of Incident Management
• 1.4: Benefits of the Incident Management Practice
• 1.5: Incident Models
• 1.6: Incidents and Workarounds
• 1.7: Practice Success Factors
• 1.8: PSF Key Metrics
• 1.9: Recap:  Key Learning Points
• 1.10: Time for a Quiz

2.0: Value Streams and Processes

• 2.1: Practices, Processes, and Value Streams
• 2.2: The Incident Management Processes
• 2.3: Incident Handling and Resolution
• 2.4: Incident Handling and Resolution:  Incident Detection and Registration
• 2.5: Incident Handling and Resolution: Incident Classification and Diagnosis
• 2.6: Incident Handling and Resolution: Incident Resolutions and Closure
• 2.7: Periodic Incident Review
• 2.8: Incident Resolution as a Value Stream
• 2.9: Analyzing a Service Value Stream
• 2.10: Recap:  Key Learning Points
• 2.11: Time for a Quiz

3.0: Organizations and People

• 3.1: Competencies and Roles
• 3.2: Organizational Solutions
• 3.3: Recap:  Key Learning Points
• 3.4: Time for a Quiz

4.0: Information and Technology

• 4.1: Information Needed
• 4.2: Automation Tools
• 4.3: Recap:  Key Learning Points
• 4.4: Time for a Quiz

5.0: Partners and Suppliers

• 5.1: Recap: Key Learning Points
• 5.2: Time for a Quiz

6.0: Incident Management Capability Development

• 6.1: The ITIL Maturity Model
• 6.2: Assessing the Incident Management Practice
• 6.3: Developing the Incident Management Practice
• 6.4: Recap:  Key Learning Points
• 6.5: Time for a Quiz

7.0: What's Next

• 7.1: Continuing Your Journey

Certification

This Certification is provided by PeopleCert.  This course qualifies students to for ITIL Recertification.  When you take and complete this course and pass the exam, all your previous ITIL Certifications will be recertified for 3-years.  You can recertify at anytime.  Even if your ITIL Certifications have lapsed.  All PeopleCert exams are provided online. This Certification is provided by PeopleCert.  All PeopleCert exams are provided online. 

Exam Overview

• The Incident Managment exam is a closed book exam
• It is 30 minutes in duration
• There are 20 multiple choice questions
• Passing score is 65% or 13 out of 20 correct answers
• This exam is available to be taken in English

Receiving Your Official PeopleCert Certification Exam

When you purchase the exam or course & exam package, we order your Exam Voucher Code from PeopleCert. This is a manual process. You will receive your Exam Voucher Code via email from passport@peoplecert.org within 24 hours of placing your order Monday to Friday. Please check your SPAM folder and the email address you provided to us if you haven't received the email within this time.  The Exam Voucher Code is valid for 12 months.

How to Prepare to Pass Your Exam

Alll GogoTraining courses come with a Training Plan to help you master the material and prepare for your exam.  In addition, you will receive 2 AXELOS approved Sample Exams to test your knowledge, the official course syllabus, the official AXELOS Incident Management Publication (Digital Copy) and PeopleCert Course Support Materials.  Upon completing the course you will receive a Letter of Attendance from GogoTraining.  In order to receive the designation of ITIL Foundation Certified you will need to take and pass the PeopleCert ITIL 4 Foundation Exam.

How to Take an Online Proctored PeopleCert Exam

In order to take your exam you will need the following System Requirements:

• Windows® 11, Windows® 11S Windows® 10, Windows® 10S or macOS High Sierra (10.13) onwards
• Dual-core 2.4GHz CPU or faster with 4GB of RAM (minimum)
• Microsoft Edge, Google Chrome, Opera or Safari browser is installed (Latest version recommended). Other browsers are not compatible with our Web Based Exam Driver
• Active Full-Time/Broadband internet connection of at least 4Mbps
• 16-bit monitor (at least 15”) with screen resolution 1024 x 768 or higher
• Keyboard and mouse or another pointing device (keyboard to be set to English characters)
• A web camera (the web camera can be embedded in your computer or be external to the computer). Make sure you can rotate the web camera through a 360-degree rotation as you will be asked to do this on your exam day. Mobile phones cannot be used to take your exam or be used as a substitute for the web camera
• Speakers and microphone (Headsets are only allowed during exam onboarding)

For complete details, download the PeopleCert Online Exam Instructions under the Get Your Course Materials tab.

How to Upload Your Letter of Course Attendance on PeopleCert.org

Candidates may upload their Letter of Attendance through the Upload a Certificate option under the Certifications & Memberships tab of their PeopleCert account. 

Exam Extension

PeopleCert allows students to extend their exam 6 months for a fee.  Exam extensions must be purchased prior to the expiration date of your exam.  If you need an extension, Click Here, and let us know.  PeopleCert does not allow students to extend Take2 exam retakes.

PeopleCert Recertification Process

Starting 2023, all PeopleCert Global Best Practice certifications will need to be renewed after 3 years.  You only need 1 new ITIL course/certification to renew all your ITIL certifications.  The Practice Manager 1-day courses offer the most cost effective method to recertify and gain new skills.

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Please find the detailed policy here.

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