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ITIL® 4 Practitioner: Incident Management

HKD 4,685.00

ITIL® 4 Practitioner: Incident Management Certification Prep Workshop
Duration: 1 day (7 hours)
Training, Certification exam voucher (1st attempt), eBook and Official Training Materials Learner Kit included.
Language: English / Putonghua / Cantonese
Remote live instructor-led interactive certification training

Additional Information

Job family

DevOps SRE

Roles

Developer/Tester, Service Mgr/Sys Admin

Competence Level

Intermediate

Workshop Category

Agile Service Management

Workshop Description

The ITIL® 4 Practitioner: Incident Management practice module is for IT professionals who are involved in minimising the negative impact of incidents by restoring normal service operation as quickly as possible. This module covers general information and the processes and activities of the incident management practice and their roles in the service value chain.

The individual practices are offered through one-day training or bundled and combined in 3-day training with practical assignments built into the workshop, to help you apply what you’ve learned in real-life work scenarios. The combined practice workshop is aimed towards validating the skills and knowledge of professionals seeking to establish a good cross-practice collaboration and effective service value streams.

The ITIL® 4 Practitioner: Incident Management practice is part of the The ITIL® 4 Specialist: Monitor, Support and Fulfil combined practice module.

Topics Covered

  • Introduction to Incident Management Practice
  • Value Streams and Processes
  • Organizations and People
  • Information and Technology
  • Partners and Suppliers
  • Incident Management Capability Development
  • Summary
  • Sample Exams

Learning Objectives

  • Coordinate incident handling in the organization or in a specific area, such as territory, product, or technology, depending on the organizational design
  • Monitor and review the work of teams that handle and resolve incidents
  • Coordinate manual work with incidents, especially those involving multiple teams
  • Ensure sufficient awareness of the incidents and their status across the organization
  • Conduct regular incident reviews and initiate improvements of the incident management practice, the incident models, and the incident handling procedures
  • Measure, assess and develop the Incident Management practice capability in your organisation by using the ITIL® Maturity Model.

Prerequisites

  • ITIL® 4 Foundation or ITIL® 4 Managing Professional Transition Certificate
  • Training through an Accredited Training Organisation

Examination Details

  • Duration: 30 minutes (non-native English speakers will receive 15 additional minutes). 
  • 20 questions per paper. Each question is worth one mark.
  • 13 marks (65%) or more required to pass (out of 20)
  • Exam Format: Multiple Choice
  • Exam Location: Anytime and anyplace with PeopleCert Online Proctoring / paper based exam
  • Closed book exam.

Professional Development Units (PDUs)

Professional Development Units (PDUs)

  • Attendees may be eligible to apply for 7 PDUs toward their continuing education requirements with the Project Management Institute (PMI) for PMP®, PgMP®, and PMI-ACP® certifications.

What is included?

  • Certification Exam voucher/paper based exam (1st attempt)
  • Digital Core Guidance (ebook)
    • The eBook acts as a valuable source for candidates in their day-to-day work, long after their exam has finished. It becomes available in the candidate’s PeopleCert account upon exam purchase and includes several features like annotation, highlighting, etc.
  • Official Training Materials Learner Kit
    • From 23 May 2023,  your exam voucher will also include the Learner Kit from PeopleCert’s Official Training Materials.  This kit is intended to support the training you are undertaking to prepare for the exam.  The kit comprises a Learner Workbook and a Quick Reference Guide that have been designed to reinforce your learning and are intended to be valuable revision aids.
  • 1 month free MyAxelos subscription
    • MyAxelos is PeopleCert’s exclusive membership programme that helps you prepare for your exam and continuously stay up to date with the ITIL® and PRINCE2® frameworks.

Certification Renewal

Starting 2023, all PeopleCert Global Best Practice certifications will need to be renewed after 3 years.

There are three pathways to renew the certificate:

1) Retake the same exam: You can choose to renew your certification by re-taking and passing your original exam. The renew by date for your certification will then be extended for three years. Or

2) Attend another ITIL® certification workshop and get certified: You can choose to renew your certification by attending another workshops and passing an exam within the same Product Suite. The renew by date for all of your certifications within that Product Suite will be extended for three years. Or

3) Collect and log CPD points: An active MyAxelos subscription is required. For each Product Suite, you will need to submit at least 20 CPD points each year, across different CPD categories, for 3 years consecutively. At the end of this period, the certification renew by date will then be extended by 3 years, and the cycle will repeat. More information on the CPD pathway can be found here.

About ITIL® 4

Key Facts

ITIL® 4 Certification Scheme

ITIL® 4 Foundation is the pre-requisite for all the Practice Manager, Managing Professional, Strategic Leader certifications. It is the first step for certifying cross-functional multidisciplinary teams and professionals. Professionals must be certified in ITIL® 4 Foundation before they can progress through the rest of the certification scheme.

ITIL® is the most widely used guidance in agile service management. It ensures continuity with existing ways of working by integrating modern and emerging practices with established and proven know-how. ITIL® 4 best practice modules helps to optimize digital technologies to co-create value with consumers, drive business strategy, and embrace digital transformation.

*To be awarded the Practice manager designation, a candidate must achieve ITIL® MP CDS certificate and Any five practice-based certifications, either individually or as ONE of the three pre-bundled courses. These may include the ITAM and BRM extension modules or any practices from the Practice manager track.

**ITIL® 4 Master will be awarded to candidates who achieve the Practice Manager (PM), Managing Professional (MP), and Strategic Leader (SL) designations.

Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved.

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