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ITIL 4 Incident Management Foundation and Practitioner Course

ITIL 4 Incident Management Foundation and Practitioner Course

USD212.89
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ITIL 4 Incident Management Foundation and Practitioner Course Curriculum



Course Overview

The ITIL 4 Incident Management Foundation and Practitioner Course is designed to provide participants with a comprehensive understanding of the principles, concepts, and practices of Incident Management within the ITIL 4 framework. This course is ideal for individuals who want to improve their skills and knowledge in managing IT services and aligning them with business needs.



Course Objectives

  • Understand the key concepts, principles, and practices of ITIL 4 Incident Management
  • Learn how to effectively manage incidents and minimize their impact on business operations
  • Understand the role of Incident Management in the ITIL 4 Service Value System (SVS)
  • Develop the skills and knowledge required to implement Incident Management practices in real-world scenarios
  • Prepare for the ITIL 4 Incident Management Foundation and Practitioner certification exam


Course Outline

Module 1: Introduction to ITIL 4 and Incident Management

  • Overview of ITIL 4 and its key concepts
  • Introduction to Incident Management and its importance
  • The role of Incident Management in the ITIL 4 Service Value System (SVS)
  • Key principles and concepts of Incident Management

Module 2: Incident Management Key Concepts and Definitions

  • Definition of an incident and its characteristics
  • Types of incidents and their impact on business operations
  • Incident Management processes and their objectives
  • Key terminology and concepts used in Incident Management

Module 3: Incident Management Practices

  • Incident detection and logging
  • Incident categorization and prioritization
  • Incident assignment and escalation
  • Incident investigation and diagnosis
  • Incident resolution and recovery
  • Incident closure and post-incident review

Module 4: Incident Management Techniques and Tools

  • Incident Management tools and technologies
  • Techniques for effective incident communication and collaboration
  • Incident Management reporting and metrics
  • Using automation and AI in Incident Management

Module 5: Implementing Incident Management

  • Designing and implementing an Incident Management process
  • Integrating Incident Management with other ITIL 4 practices
  • Change Management and Incident Management
  • Problem Management and Incident Management
  • Service Desk and Incident Management

Module 6: Incident Management in the ITIL 4 Service Value System (SVS)

  • The role of Incident Management in the ITIL 4 SVS
  • How Incident Management contributes to value creation
  • Incident Management and the ITIL 4 Service Value Chain
  • Incident Management and the ITIL 4 Governance Model

Module 7: Practitioner Module - Case Studies and Group Exercises

  • Practical application of Incident Management concepts and practices
  • Case studies and group exercises to reinforce learning
  • Opportunity to practice Incident Management techniques and tools
  • Feedback and guidance from expert instructors


Course Features

  • Interactive and engaging: Learn through a mix of lectures, discussions, case studies, and group exercises
  • Comprehensive and up-to-date: Covers the latest ITIL 4 Incident Management practices and concepts
  • Personalized learning: Expert instructors provide guidance and feedback throughout the course
  • Practical and real-world: Applies Incident Management concepts to real-world scenarios
  • Certification: Participants receive a certificate upon completion issued by The Art of Service
  • Flexible learning: Learn at your own pace and convenience
  • User-friendly and mobile-accessible: Course materials are accessible on a variety of devices
  • Community-driven: Connect with other learners and instructors through discussion forums
  • Actionable insights: Gain practical knowledge and skills that can be applied immediately
  • Hands-on projects: Apply Incident Management concepts to real-world projects
  • Bite-sized lessons: Learn in manageable chunks
  • Lifetime access: Access course materials for a lifetime
  • Gamification: Engage with interactive elements and earn rewards
  • Progress tracking: Monitor your progress and stay on track


Certification

Upon successful completion of the course, participants will receive a certificate issued by The Art of Service, a globally recognized certification authority.

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