ITIL® 4 Practitioner: Incident Management

• Fundamental Concepts of the Practice
• Success Factors of the Practice
• Processes within the Practice
• Essential Roles and Competencies in the Practice
• The Impact of Technology and Automation on the Practice
• The Contribution of Partners and Suppliers to the Practice
• The ITIL Capability Model

• Good e-Learning stands out as an award-winning provider of online training and has been independently certified as a ‘Market Leader’ for ITIL training by Course Conductor 
• The ITIL 4 Practice Manager syllabus provides a modern and comprehensive perspective on IT service management, making ITIL qualifications highly sought after by employers in the IT sector 
• The course has been developed with insights from leading experts, including authors of various ITIL 4 publications
• Students of Good e-Learning benefit from free exam vouchers, covering the costs of the exam (terms and conditions apply). 
• This ITIL® 4 Practitioner: Incident Management course is accredited by PeopleCert.

Module 0: Welcome to ITIL 4 Incident Management Practice

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.

Module 1: Key concepts

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 organisation.

Module 2: Processes and people

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 organisation’s value streams.

Module 3: Enabling the practice

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.

Module 4: The practice exams

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.

Module 5: ITIL 4 Incident Management Practice wrap-up

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.

This course is structured to ensure students are well-prepared to pass the ITIL 4 Practitioner: Incident Management examination successfully.

Included in the course is a complimentary exam voucher.

Before scheduling your exam, it's crucial to verify that your device meets the necessary technical specifications. For detailed instructions and additional information, please consult the PeopleCert website.

Exam voucher requests are generally processed within two working days, although it may take up to five days. Ensure to request your exam voucher during the course access period, which begins on the date of purchase. For more details, refer to the GEL Support & FAQs page.

ITIL 4 Practitioner: Incident Management Exam

• Format: Multiple-choice

• Number of Questions: 20

• Duration: 30 minutes (extended to 37.5 minutes in countries where English is a second language)

• Exam Conditions: Closed book, only materials provided during the exam may be used.

• Passing Mark: 65%

What is ITSM?

ITSM, or IT Service Management, involves applying policies, procedures, and best practices to optimise IT services for both clients and employees, enhancing efficiency and satisfaction.

What is ITIL 4?

ITIL 4 represents the latest evolution of ITIL, the globally recognized framework for ITSM. It provides a comprehensive set of best practices that guide IT-powered organisations in designing, developing, and continuously improving their IT services.

What does ITIL stand for?

Originally, ITIL stood for 'Information Technology Infrastructure Library.' However, as the framework has evolved with frequent updates, it is no longer considered a static 'library.' Currently, ITIL doesn’t stand for anything but continues to be a leading model for IT service optimisation.

What does the ITIL certification path look like?

The ITIL certification journey begins with the 'ITIL Foundation'. After achieving this, individuals can advance through 'Practice Manager,' 'Managing Professional,' or 'Strategic Leader' streams. Mastery of all streams enables one to qualify as an ‘ITIL Master.’ Additionally, there are four ITIL extension modules for those focusing on specific ITSM areas, which are not part of the main ITIL pathway.

How much is ITIL certification worth?

ITIL certification can significantly enhance a professional's earning potential. According to Payscale, certified ITIL practitioners can earn between $51,000 and over $259,000 annually, varying by experience, role, and certification level.

How does ITIL work?

ITIL equips users with best practices for developing efficient IT services, fostering a culture of continuous improvement. This ensures services remain aligned with business objectives, optimises resources, and facilitates ongoing enhancements.

How can ITIL benefit businesses?

ITIL 4 helps organisations optimise IT practices, supports continuous quality improvement, and remains adaptable to integrate with other methodologies like DevOps. Its forward-looking approach ensures it remains relevant as technological and best practice standards evolve.

Who are PeopleCert?

PeopleCert is a prominent accrediting body that owns and oversees several best practice frameworks, including ITIL 4, PRINCE2, MSP, PRINCE2 Agile, and AgileSHIFT.

What other frameworks can complement ITIL?

ITIL 4 seamlessly integrates with other frameworks such as Agile, DevOps, Lean, and PRINCE2, enhancing its adaptability and applicability across various organisational contexts.