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

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:

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