ITIL® 4 Incident Management Practice
ITIL® 4 Incident Management Practice
Carga horária: 8 horas
Este módulo de treinamento se concentra em fornecer aos profissionais a compreensão dos principais conceitos, princípios, valores e desafios da Prática de Gerenciamento de Incidentes. Destina-se a fornecer aos candidatos orientações sobre as melhores práticas ITIL 4 nos níveis estratégico e operacional sobre como minimizar o impacto negativo dos incidentes, restaurando a operação normal do serviço o mais rápido possível.
O módulo ITIL 4 Incident Management Practice é estruturado e alinhado à estrutura ITIL 4 e apresenta um exame relacionado, o qual avalia se o candidato demonstra compreensão e aplicação suficientes dos conceitos abordados na publicação ITIL 4 Incident Management Practice.
Ao final do curso de 8 horas e aprovação no exame, o profissional se torna Especialista na Prática do Gerenciamento de Incidentes.
In this course you will learn:
1.Understand the key concepts of the practice
2.Understand the processes of the practice
3.Understand the roles and competences of the practice
4.Understand how information and technology support and enable the practice
5.Understand the role of partners and suppliers in the practice
6.Understand how the ITIL capability model can be used to develop the practice
7.Understand how the ITIL guiding principles support the practice.
Content
Aula 1 – Course Introduction
- The purpose of the ITIL® 4 Incident Management Practice training
- The structure of the classes
- Tips for you to get the best out of this training
- Count on our support to have the best possible experience
Aula 2 – Module1 Part 1 – Introduction to Incident Management
- 1 Understand the key concepts of the practice
- 1.1 Explain the purpose of the practice
- 1.3 Explain the key terms/concepts:
- a) Incident
- b) Incident model
- c) Major incident
- d) Workaround
- e) Technical debt
Aula 3 - Module 1 Part 2 – Introduction to Incident Management
- 1 Understand the key concepts of the practice
- 1.2 Describe the Practice success factors & key metrics of the practice
- 1.3 Explain the key terms/concepts:
- f) Task priority
- g) Prioritization
Aula 4 – Module 2 Part 1 - Value streams and processes
- 2 Understand the processes of the practice
- 2.1 Describe inputs and outputs of the processes
- 2.2 Describe the key activities of the processes
- 2.3 Know how to integrate the practice in the organization’s value streams
Aula 5 – Module 2 Part 2 - Value streams and processes
- 2 Understand the processes of the practice
- 2.1 Describe inputs and outputs of the processes
- 2.2 Describe the key activities of the processes
- 2.3 Know how to integrate the practice in the organization’s value streams
Aula 6 – Module 2 Part 3 - Value streams and processes
- 2 Understand the processes of the practice
- 2.1 Describe inputs and outputs of the processes
- 2.2 Describe the key activities of the processes
- 2.3 Know how to integrate the practice in the organization’s value streams
Aula 7 – Module 3 – Organizations and People
- 3 Understand the roles and competences of the practice
- 3.1 Describe the responsibilities of the key roles of the practice:
- a) Incident manager
- b) Other roles involved in Incident management
- 3.2 Know how to position the practice in the organizational structure
- 3.1 Describe the responsibilities of the key roles of the practice:
Aula 8 – Module 4 – Information and Technology
- 4 Understand how information and technology support and enable the practice
- 4.1 Explain the tools Application
- 4.2 Apply the recommendations on automation
Aula 9 – Module 5 – Partners and Suppliers
- 5 Understand the role of partners and suppliers in the practice
- 5.1 Explain the dependencies of the practice on third parties
- 5.2 Explain how partners and suppliers can support the practice
Aula 10 – Module 6 – Incident management capability development
- 6 Understand how the ITIL capability model can be used to develop the practice
- 6.1 Explain how capability criteria support the practice capability development
- 7 Understand how ITIL guiding principles help to develop the practice
- 7.1 Understand the recommendations for incident management success and how they are supported by the ITIL guiding principles
About the exam:
| Material allowed | None | This is a ‘closed book’ exam. The ITIL 4 Incident Management Practice publication should be used for study, but is NOT permitted to be used in the exam. |
|---|---|---|
| Exam duration | 30 minutes | Candidates taking the exam in a language that is not their native or working language may be awarded 25% extra time, i.e. 38 minutes in total. |
| Number of marks | 20 marks | There are 20 questions, each worth 1 mark. There is no negative marking. |
| Provisional Pass mark | 65% | You need to answer 13 questions correctly to pass the exam |
| Level of thinking | Bloom’s levels 2 & 3 | “Bloom’s level” describes the type of thinking needed to answer the question. For Bloom’s 2 questions, you need to show understanding of the concepts, methods and principles of the ITIL 4 Incident Management Practice module. For Bloom’s 3 questions, you need to demonstrate application of these concepts, methods and principles of the ITIL 4 Incident Management Practice module. |
| Idiom | English | |
| Pre requisite | ITIL 4 Foundation Certificate |
*** Disponível também no formato EAD - onde, quando quiser ***
Julho
-
08/07/2024
- 26/08/2024
Governança de IA - treinamento exclusivo: todas as 2ªs feiras/ das 18h30 às 21h30. De 08/07 à 16/08 (teoria + desafios práticos) -
08/07/2024
- 26/08/2024
Governança de IA - treinamento exclusivo: todas as 2ªs feiras/ das 18h30 às 21h30. De 08/07 à 26/08 (teoria + desafios práticos) -
08/07/2024
- 26/08/2024
Governança de IA - treinamento exclusivo: todas as 2ªs feiras/ das 18h30 às 21h30. De 08/07 à 26/08 (teoria + desafios práticos) -
31/07/2024
- 02/08/2024
ITIL 4 Direct, Plan and Improv - Treinamento Oficial Acreditado Peoplecert: 31/ 07 à 02 de Agosto - das 8h30 às 17h30. Tudo em português
Agosto
-
26/08/2024
- 29/08/2024
ITIL 4 Foundation (treinamento e exame Oficial Peoplecert): 26 à 29 de Agosto - das 18h00 às 22h00 (online/ ao vivo) -
26/08/2024
- 14/10/2024
Governança de IA - treinamento exclusivo: todas as 2ªs feiras/ das 18h30 às 21h30. De 26/08 à 14/10 (teoria + desafios práticos)
Setembro
-
10/09/2024
- 13/09/2024
ITIL 4 Specialist Create, Deliver and Support (CDS): 10 à 13 de Setembro (noturno) - das 18h00 às 22h00. Treinamento Oficial Peoplecert. Material e exame em português