ITIL® 4 Practitioner Incident Management Training

The ITIL® 4 Practitioner: Incident Management Training equips learners with the skills to manage and resolve IT incidents effectively. It focuses on ITIL® 4 best practices, enabling efficient incident management to minimise disruptions and ensure seamless IT service delivery.

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Overview

The ITIL® 4 Practitioner: Incident Management Training course is designed for IT professionals responsible for managing and resolving incidents within their organisations. This course builds on foundational ITIL® knowledge, equipping learners with advanced tools and techniques to implement effective incident management processes aligned with ITIL® 4 principles.

Effective incident management ensures the continuity of IT services, minimises downtime, and reduces the impact of incidents on business operations. This course covers key topics such as incident categorisation, prioritisation, escalation, and resolution, empowering learners to optimise their organisation’s incident management practices.

This intensive 1-day training, offered by MPES, combines expert-led sessions, interactive exercises, and real-world case studies. Learners will gain the skills to evaluate existing incident management frameworks, recommend improvements, and lead the implementation of efficient solutions. Upon completion, they will be prepared for the ITIL® 4 Practitioner certification exam, gaining recognition as skilled ITIL® practitioners.

Course Objectives

Understand the principles and benefits of ITIL® 4 incident management practices
Develop skills to design and optimise incident management processes
Learn to align incident management strategies with organisational IT objectives
Gain expertise in incident categorisation, prioritisation, and escalation
Prepare thoroughly for the ITIL® 4 Practitioner certification exam

Upon completion, learners will have the knowledge and skills to manage IT incidents effectively, ensuring service continuity, reducing downtime, and supporting organisational IT objectives.

Average completion time

1 Month

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Course Includes

Course Details

Develop your understanding of essential financial, business and management accounting techniques with ACCA Applied Knowledge. You'll learn basic business and management principles and the skills required of an accountant working in business.

Entry Requirements

Educational Background: A foundational understanding of IT service management or prior completion of ITIL® 4 Foundation certification is recommended.
Professional Experience: Experience in IT service management or incident management is beneficial.
Language Proficiency: A good command of English is required, as course materials and the certification exam are conducted in English.

Learning Outcomes

Master ITIL® 4 Incident Management: Gain comprehensive knowledge of ITIL® 4 principles for managing IT incidents.
Improve Service Continuity: Learn to minimise the impact of incidents and ensure seamless IT service delivery.
Optimise Processes: Develop skills to categorise, prioritise, and escalate incidents effectively.
Lead Incident Management: Gain expertise to evaluate and improve existing incident management frameworks.

Target Audience

The ITIL® 4 Practitioner: Incident Management Training course is tailored for IT professionals seeking to advance their skills in managing IT incidents effectively. It focuses on ITIL® 4 principles to ensure efficient incident resolution and seamless IT service delivery. Below are the individuals who will benefit from this course:

IT Service Managers
Incident Managers
IT Support Specialists
IT Operations Managers
Service Desk Analysts
IT Infrastructure Managers
IT Consultants

Course content

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?

MPES Support That Helps You Succeed

At MPES, we offer comprehensive support to help you succeed in your studies. With expert guidance and valuable resources, we help you stay on track throughout your course.

MPES Learning offers dedicated support to help you succeed in Accounting and Finance courses.
Get expert guidance from tutors available online to assist with your studies.
Check your eligibility for exemptions with the relevant professional body before starting.
Our supportive team is here to offer study advice and support throughout your course.
Access a range of materials to help enhance your learning experience. These resources include practice exercises and additional reading to support your progress.

Career Growth Stories

Discover how MPES Learning transforms careers with real success stories.

Aaron Allcote

As a finance officer, MPES has been a huge help in understanding the process of recording and processing transactions from all different perspectives. The courses are very easy to follow, and the training they provide can be applied to real-life scenarios. The courses have been a huge help for me, and I would highly recommend them.

Aaron Allcote

Finance Officer

Bob Beaumont

I completed all of my ACA studies with MPES and I think you would struggle to find a better training provider anywhere in the British Isles. MPES' tutors are excellent both at delivering training and giving individualised feedback and coaching. the supporting materials and the out of class support are also great.

Bob Beaumont

Senior Accountant

Arvy Pasanting

As a qualified accountant, studying with MPES has been very rewarding experience. Its team of passionate and dedicated mentors gave me the confidence and knowledge I needed to not just at excel in my current role as an auditor, but also inspired me to expand my horizons.

Arvy Pasanting

Audit Senior

David Ford

I was recommended MPES after searching for a way to pursue a career in the accounting profession, I have studied with them throughout my journey utilising online learning opportunities that fit around the needs of my employer.

David Ford

Accountant

Aaron Allcote

Aaron Allcote

Finance Officer

Bob Beaumont

Bob Beaumont

Senior Accountant

Arvy Pasanting

Arvy Pasanting

Audit Senior

David Ford

David Ford

Accountant

Have Questions? We’ve Got You

If you have any questions, we’re here to help. Find the answers you need in the MPES detailed FAQ section.

Q. What is ITIL® 4 Incident Management?

ITIL® 4 Incident Management is a framework that helps organisations manage and resolve IT incidents effectively, minimising disruptions and ensuring continuity of IT services.

Q. Do I need prior ITIL® knowledge to take this course?

Yes, a basic understanding of ITIL® principles or completion of the ITIL® 4 Foundation certification is recommended to maximise the benefits of this training.

Q. What topics are covered in this course?

The course covers incident categorisation, prioritisation, escalation, resolution strategies, and aligning incident management processes with ITIL® 4 principles.

Q. How is the course delivered?

The course includes expert-led sessions, practical exercises, and case studies, ensuring learners can apply ITIL® 4 practices to real-world incident management scenarios.

Q. Will I receive certification after completing the course?

You will receive a course completion certificate. To earn the ITIL® 4 Practitioner certification, you must pass the certification exam, which this course prepares you for.

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