Course Outline

• 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

Learning Objective

• 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

Target Group

• 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

Pre-requisite

• 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

Exam Details

• 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