Timely incident resolution is vital for maintaining business continuity. This course introduces participants to ITIL® 4 incident management practices that reduce disruption and restore services effectively. They will explore incident prioritisation, escalation, and communication strategies through scenario-based modules and structured exercises.
Learning Outcomes:
Understand the key concepts of ITIL® 4 incident management
Identify and categorise incidents based on impact and urgency
Apply escalation procedures and communication strategies
Evaluate the effectiveness of incident resolution approaches
Key Topics:
ITIL® 4 service management principles
Roles and responsibilities in incident management
Incident lifecycle and escalation workflows
Metrics and continuous improvement techniques
Exam Details
This course is designed to build participants’ understanding of key concepts and domains covered in the ITIL® 4 Practitioner: Incident Management certification.
The course includes the ITIL® 4 Practitioner: Incident Management certification exam bundled with the course fee. Participants will receive an exam voucher for a webcam-proctored online examination conducted via the PeopleCert platform.
| Exam duration | 30 minutes |
| Number of questions | 20 |
| Question format | Multiple choice |
| Pass mark | 65% |
| Open book | No |
| Delivery format | Webcam-proctored online exam |
To maximise success, participants are strongly encouraged to complement the course with additional self-study, revision of course materials, and dedicated practice before attempting the exam.
ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.
Module 1 | Introduction to incident management
1.1 Explain the purpose of the practice
1.2 Describe the Practice success factors & key metrics of the practice
1.3 Explain the key terms/concepts
Module 2 | Value streams and processes
2.1 Describe inputs and outputs of the processes
2.2 Describe the key activities of the processes
2.3 Know how to integrate the practice in the organization’s value streams
Module 3 | Organizations and people
3.1 Describe the responsibilities of the key roles of the practice
a) Incident manager
b) Other roles involved in incident management
3.2 Know how to position the practice in the organizational structure
Module 4 | Information and technology
4.1 Describe which activities have HIGH dependency on automation tools
4.2 Know how to use/apply the key tools’ functionality required to automate the practice
Module 5 | Partners and suppliers
5.1 Explain the dependencies of the practice on third parties
5.2 Explain how partners and suppliers can support the practice
Module 6 | Incident management capability development
6.1 Understand how the ITIL capability model can be used to develop the practice
6.2 Understand how ITIL guiding principles help to develop the practice
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