ITIL® 4 Practitioner: Incident Management eLearning by PeopleCert

Introducing our comprehensive eLearning program on ITIL® 4 Practitioner: Incident Management. This module provides detailed guidance on the processes and activities of the Incident Management practice and their roles within the service value chain.

Key Features:

• Key Concepts and Importance: Understand the purpose and key concepts of Incident Management, including its role in swiftly restoring normal service operations following disruptions.
• Practice Success Factors and Metrics: Learn about practice success factors (PSF) and key metrics crucial for evaluating the effectiveness of Incident Management and ensuring timely resolution of incidents.
• Processes and Roles: Explore Incident Management processes, including key activities, and understand the roles and necessary competencies to integrate and position the practice effectively within your organisation to minimise service downtime.
• Information, Technology, and Partners: Discover how information and technology can support and enhance Incident Management processes, enabling quicker incident detection, diagnosis, and resolution for improved service delivery, and learn the role of partners and suppliers in leveraging external expertise and resources during incident response.
• Capability Model and Practice Success: Gain insights into how the ITIL capability model supports the development of Incident Management capabilities, ensuring alignment with industry best practices and organisational needs, and learn strategies for succeeding with Incident Management in alignment with ITIL guiding principles.