This course is given as dynamic one-day workshop covering key concepts supporting the implementation of a highly effective incident management practice. The course provides candidates with best practice guidance at both strategic and operational levels. This workshop is intended for practitioners, practice owners and managers involved in the implementation and optimisation of the Incident Management practice. At the end of the course, participants will take a 30-minute exam containing a multiple-choice question to obtain the international AXELOS/PeopleCert ITIL®4 Incident Management certificate in IT service management.
Objectives
Participants will be able to understand how to assess the maturity and capabilities of the Incident Management practice
Is it for you ?
Personnel actively involved in the Incident Management practice, those involved in defining and implementing the Incident Management practice, people involved in helping increase the IT Management efficiency, effectiveness and performance.
Prerequisite
ITIL®4 Foundation certification
Content
- The key concepts of the practice
- The processes of the practice
- The roles and competences of the practice
- How information and technology support and enable the practice
- The role of partners and suppliers in the practice
- How the ITIL capability model can be used to develop the practice
- The recommendations for the practice success.
- Exercises to define key elements supporting a highly effective Incident Management practice.
💡 Useful information
Our training sessions are offered in Montreal or Quebec City, in person or in virtual format. Dates and locations are provided when you select your session below. If you have any questions regarding registration, schedules, the language of instruction, or cancellation policies, please consult our FAQ .
Private or personalized training
Do you have several employees interested in the same training course? Whether in person at your offices or remotely in virtual mode, we offer private training courses tailored to your team's needs. Group rates are available. Contact us for more details or request a quote online.
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