Every IT organization eventually gets the same phone call: something that was working a minute ago has stopped working, and someone is waiting on it. Incident Management is the ITIL 4 practice built entirely around that moment — restoring normal service operation as fast as possible while minimizing the impact on the business. This course covers the practice end-to-end, from logging, prioritization, and escalation, through to the complete operational playbook for Major Incident Management.
What You’ll Learn
- The purpose and boundaries of Incident Management, and why keeping it focused on restoration (not root cause) makes the whole ITSM system faster
- How incidents are logged, categorized, prioritized, and escalated in a mature service desk
- The handoff points between Incident Management and Problem, Change, and Service Request practices
- How to define the trigger criteria for a “major” incident before one happens
- How to structure a major incident bridge/war room: roles, communication cadence, and stakeholder updates
- How to run a productive post-incident review that turns outages into lasting improvements
Who This Course Is For
IT professionals working in service desk, NOC/SOC, or incident response roles; ITIL 4 Foundation candidates who need the practice detail beyond the certification syllabus; anyone who owns or wants to improve their organization’s incident response process.
Curriculum
- 1 Section
- 2 Lessons
- 10 Weeks
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Instructor
$10.00
