ITIL 4 Practitioner: Incident Management - Certification Certification Logo

ITIL 4 Practitioner: Incident Management - Certification Certification

The ITIL 4 Practitioner: Incident Management certification validates your expertise in efficiently managing IT incidents to minimise service disruption and restore normal operations swiftly. It focuses on practical methods and best practices for handling incidents through structured ITIL guidance. This certification is suited for IT professionals involved in service support and incident resolution.

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What is ITIL 4 Practitioner: Incident Management - Certification Certification about?

This certification focuses on the ITIL 4 Incident Management practice — exploring processes, activities, key concepts, success factors, and metrics essential to effectively identify, diagnose, resolve, and review IT incidents. It equips candidates with the competencies to integrate incident handling activities into organisational value streams, ensuring service continuity and optimal user experience.


 Key Features:

  • In-depth exploration of Incident Management concepts and best practices.
  • Emphasis on minimising negative impact and restoring normal service workflows. 
  • Covers practice success factors and incident-related metrics.
  • Includes roles, competencies, and organisational enablers for incident handling.
  • Recognised ITIL 4 Practitioner credential under PeopleCert. 
  • Official PeopleCert mock exams available for preparation.

What are the objectives of ITIL 4 Practitioner: Incident Management - Certification Certification ?

  • Understand the purpose and key concepts of the Incident Management practice. 
  • Learn how to detect, classify, investigate, and resolve incidents. 
  • Explore incident handling, restoration, and incident lifecycle processes. 
  • Identify practice success factors and key performance metrics. 
  • Understand roles, competencies, and organisational support for incident activities. 
  • Integrate Incident Management with ITIL value streams for improved service delivery.

Who is ITIL 4 Practitioner: Incident Management - Certification Certification for?

This certification is ideal for:


  • IT service management professionals responsible for incident handling. 
  • Service Desk and IT support teams focused on rapid incident resolution. 
  • IT operations staff and supervisors involved in service continuity. 
  • DevOps engineers and technical leads dealing with service outages. 
  • Candidates looking to deepen expertise in ITIL practice areas.

What are the prerequisites for ITIL 4 Practitioner: Incident Management - Certification Certification?

  • Mandatory: ITIL 4 Foundation certification (or ITIL 4 Managing Professional Transition).