Detailed Course Outline
Introduction to Incident Management
In this module, you will learn how to:
- Understand the purpose and description of the ITIL Problem Management Practice
- Familiarise yourself with the common terms and concepts
- Learn the scope of the Problem Management Practice Area
- Explain practice success factors
- Identify key metrics
Module 2: Value Streams and Processes
In this module, you will learn how to:
- Apply processes to fulfil the purpose of the practice
- Assess value stream contribution
Module 3: Organisations and People
In this module, you will learn how to:
- Define roles, competencies, and responsibilities
- Understand organisational structure and teams
Module 4: Information and Technology
In this module, you will learn how to:
- Facilitate information exchange
- Implement automation and tooling
Module 5: Partners and Suppliers
In this module, you will learn how to:
- Identify the dependencies of the practice on third parties
- Recognise how partners and suppliers can support the practice
Module 6: Capability Assessment and Development
In this module, you will learn how to:
- Evaluate the practice capability levels
- Conduct capability self-assessment
- Develop incident management capability
Module 7: Recommendations for Practice Success
- Next Steps