ITIL® Certification Training | ITIL® 4 Practitioner: Incident Management Training in Hong Kong

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ITIL® 4 Practitioner: Incident Management Training

Hong Kong

Develop expertise in optimising ITIL® 4 methodologies
Understand root cause analysis for incidents and service restoration
Gain skills to optimise incident response and minimise disruptions

Dates & Prices Dates & Prices

Course information

ITIL® 4 Practitioner: Incident Management Training Course Outline

Module 1: Key Concepts of the Practice

Purpose of the Practice
Practice Success Factors (PSF) Key Metrics of the Practice
Key Terms/Concepts
- Incident
- Incident Model
- Major Incident
- Workaround
- Technical Debt
- Task Priority
- Prioritisation

Module 2: Processes of the Practice

Inputs and Outputs of the Processes
Key Activities of the Processes
How to Integrate the Practice in the Organisation's Value Streams?

Module 3: Roles and Competencies of the Practice

Responsibilities of the Key Roles of the Practice
- Incident Manager
- Roles Involved in Incident Management
How to Position the Practice in the Organisational Structure?

Module 4: How Information and Technology Support and Enable the Practice

Tools Application
Recommendations on Automation

Module 5: Role of Partners and Suppliers in the Practice

Dependencies of the Practice on Third Parties
How Partners and Suppliers Can Support the Practice?

Module 6: How the ITIL® Capability Model can be used to Develop the Practice?

How do Capability Criteria Support the Practice Capability Development?

Module 7: Recommendations for the Practice Success

Recommendations for the Incident Management Success
How they are Supported by the ITIL® Guiding Principles?

Who should attend this ITIL® 4 Practitioner: Incident Management Training Course?

This ITIL® 4 Practitioner: Incident Management Training Course is intended for IT professionals who are involved in minimising the negative consequences of incidents by restoring normal service operation as quickly as possible. This training course is beneficial for these professionals:

Incident Managers
IT Support Staff
IT Service Managers
IT Consultants
Business Managers
IT Operations Managers
Change Managers
IT Security Professionals

Prerequisites of the ITIL® 4 Practitioner: Incident Management Training Course

To pursue this ITIL® 4 Practitioner: Incident Management Training, delegates must have an ITI® 4 Foundation Certification. Prior experience in IT service management is also recommended.

ITIL® 4 Practitioner: Incident Management Training Course Overview

The ITIL® 4 Practitioner: Incident Management Training Course is a specialised course designed to equip IT professionals with the knowledge and skills necessary to effectively manage incidents within an IT service environment. Incident management is a critical process that aims to restore normal service operation as quickly as possible and minimise the impact of incidents on business operations.

IT managers, incident managers, service desk analysts, and anyone involved in IT service management should prioritise participating in the ITIL® 4 Practitioner: Incident Management Training Course. This course is particularly relevant for professionals seeking to enhance their understanding of incident management principles, processes, and best practices to improve service availability and minimise service disruptions.The 1-day ITIL® 4 Practitioner: Incident Management Training comprehensively covers all the essential topics, enabling delegates to understand incident management principles, processes, and best practices. Throughout the training, delegates will learn how to effectively identify, prioritise, categorise incidents, how to escalate and communicate incidents to relevant stakeholders, and more.

Course Objectives:

To learn the processes and activities involved in incident management
To gain practical knowledge in incident identification and prioritisation
To learn effective communication techniques for incident management
To learn how to analyse incident data and use it for continuous improvement
To understand the role of incident resolution and recovery in minimising business impact

What’s included in this ITIL® 4 Practitioner: Incident Management Training Course?

ITIL® 4 Practitioner: Incident Management Training Examination
World-Class Training Sessions from Experienced Instructors
ITIL® 4 Practitioner: Incident Management Training Certificate
Digital Delegate Pack

ITIL® 4 Practitioner: Incident Management Exam Information

The ITIL® 4 Practitioner: Incident Management Exam assesses participants' understanding of the ITIL® 4 principles and practices related to incident management. This certification focuses on effectively managing and resolving incidents to minimise business impact and ensure service continuity. The exam format is as follows:

Type of Questions: Multiple Choice
Total Questions: 20
Number of marks: 20 Marks
Pass mark: 65%, or 13/20 Marks
Duration: 30 Minutes
Open Book/Closed Book: Closed book

Why choose us

Our Hong Kong venue

Includes..

Free Wi-Fi

To make sure you’re always connected we offer completely free and easy to access wi-fi.

Air conditioned

To keep you comfortable during your course we offer a fully air conditioned environment.

Full IT support

IT support is on hand to sort out any unforseen issues that may arise.

Video equipment

This location has full video conferencing equipment.

Hong Kong is an autonomous territory of the People’s Republic of China and can be located on the southern coast of China. Hong Kong has a population of around 7 million people. The education system in Hong Kong is mostly based around the English system and it is overseen by the Education Bureau and the Social Welfare Department. One of the earliest schools in Hong Kong was Li Ying College established in 1075. The education level begins with preschool education that is payable education, paid by pupil’s parents. The primary and secondary education is mandatory for every child in Hong Kong to attend from the age of 6 to 18. Higher education remains exclusive in Hong Kong and adult education is a growing sector in Hong Kong, with two non-profit school running evening courses. The University of Hong Kong was founded in 1911 and is the oldest tertiary (higher education) institution in Hong Kong and is organised into 10 academic faculties with English as the main language of instruction. The Education Bureau in Hong Kong also provides educational services for immigrant children from mainland China and other countries. Hong Kong also has 175 internal schools.

Address

62/F & 66/F
The Center
99 Queens Road
Central
Hong Kong

T: +852 2592 5349

Ways to take this course

Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led ITIL® Certification Training | ITIL® 4 Practitioner: Incident Management Training in Hong Kong. Engage directly with expert instructors, mirroring the classroom schedule for a comprehensive learning journey. Enjoy the convenience of virtual learning without compromising on the quality of interaction.

Learn more in our FAQs

Unlock your potential with The Knowledge Academy's ITIL® Certification Training | ITIL® 4 Practitioner: Incident Management Training in Hong Kong, accessible anytime, anywhere on any device. Enjoy 90 days of online course access, extendable upon request, and benefit from the support of our expert trainers. Elevate your skills at your own pace with our Online Self-paced sessions.

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What our customers are saying

ITIL® Certification Training | ITIL® 4 Practitioner: Incident Management Training in Hong Kong FAQs

What is ITIL® 4 Incident Management Practice?

ITIL® 4 Incident Management Practice refers to the set of processes and activities designed to efficiently and effectively handle and resolve incidents in IT service management. It focuses on minimising the impact of incidents on business operations, restoring services as quickly as possible, and ensuring customer satisfaction.

Why is ITIL® 4 Incident Management important?

ITIL® 4 Incident Management is important as it ensures stable and available IT services, minimises downtime, improves service quality, and enhances customer satisfaction.

What are the benefits of this ITIL® 4 Practitioner: Incident Management Certification Training for organisations?

This ITIL® 4 Practitioner: Incident Management Training benefits organisations by improving incident resolution times, enhancing communication and coordination, aligning with business objectives, increasing customer satisfaction, and improving IT service delivery.

How does ITIL® 4 Practitioner: Incident Management contribute to service availability?

This ITIL® 4 Practitioner: Incident Management helps in minimising service disruptions by promptly identifying, resolving, and preventing incidents, thereby improving service availability and minimising the impact on business operations.

What will I learn in this ITIL® 4 Practitioner: Incident Management Training Course?

In this ITIL Certification Course, you will learn how to effectively handle and resolve incidents in alignment with ITIL® best practices. You will develop skills in incident categorisation, prioritisation, investigation, and communication to ensure efficient incident management and minimise service disruptions.

What is the cost/training fees for ITIL® 4 Practitioner: Incident Management Training certification in Hong Kong?

The training fees for ITIL® 4 Practitioner: Incident Management Training certification in Hong Kong starts from HKD14695

Which is the best training institute/provider of ITIL® 4 Practitioner: Incident Management Training in Hong Kong?

The Knowledge Academy is the Leading global training provider for ITIL® 4 Practitioner: Incident Management Training.

What are the best ITIL® Certification Training courses in Hong Kong?

Please see our ITIL® Certification Training courses available in Hong Kong

Why choose us

Best price in the industry

You won't find better value in the marketplace. If you do find a lower price, we will beat it.

Trusted & Approved

Our ITIL® courses are accredited by PeopleCert on behalf of AXELOS.

Many delivery methods

Flexible delivery methods are available depending on your learning style.

High quality resources

Resources are included for a comprehensive learning experience.

"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

Joshua Davies, Thames Water

Looking for more information on ITIL® Certification Training?

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