ITIL® 4 Practitioner: Incident Management Training

Module 1: Key Concepts of the Practice 

• Purpose of the Practice 

• Practice Success Factors (PSF) Key Metrics of the Practice 

• Key Terms/Concepts 

• Incident 

• Incident Model 

• Major Incident 

• Workaround 

• Technical Debt 

• Task Priority 

• Prioritisation 

Module 2: Processes of the Practice 

• Inputs and Outputs of the Processes 

• Key Activities of the Processes 

• How to Integrate the Practice in the Organisation's Value Streams? 

Module 3: Roles and Competencies of the Practice 

• Responsibilities of the Key Roles of the Practice 

• Incident Manager 

• Roles Involved in Incident Management 

• How to Position the Practice in the Organisational Structure? 

Module 4: How Information and Technology Support and Enable the Practice 

• Tools Application 

• Recommendations on Automation 

Module 5: Role of Partners and Suppliers in the Practice 

• Dependencies of the Practice on Third Parties 

• How Partners and Suppliers Can Support the Practice? 

• Module 6: How the ITIL® Capability Model can be used to Develop the Practice? 

• How do Capability Criteria Support the Practice Capability Development? 

Module 7: Recommendations for the Practice Success 

• Recommendations for the Incident Management Success 

• How are they Supported by the ITIL® Guiding Principles? 

• Understand the objectives, scope, and value of Incident Management within the ITIL® 4 framework 

• Learn how to manage the lifecycle of incidents to restore normal service operations quickly and efficiently 

• Gain practical skills to categorise, prioritise, escalate, and resolve incidents using standard procedures 

• Apply tools and techniques to minimise disruption and improve user experience and operational stability 

• Support continual improvement through incident trend analysis, reporting, and feedback integration