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This four-day course focuses on the practical adoption and application of an incident management process and various activities associated with incident management as described in the ITIL® Service Operation publication. This course demonstrates through a series of practical, real-world exercises demonstrating how to establish and use incident management techniques to address real-world interruptions to and degradations of service. This course shows how leading organizations establish a method of consistently identifying and handling incidents using best practice guidance. This is a hands-on course that provides numerous exercises that give a real-world understanding of a consistent, predictable and repeatable approach to detecting and handling incidents.

ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

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What you'll learn

Service management
  • Incident management
  • Categorization
  • Prioritization
  • Major incidents
  • Escalation
  • Incidents and problems
  • Measurements and metrics for incident management
  • Defining incident diagnosis activities
  • Defining incident resolution activities


Participants for this course need to have foundation level understanding of ITIL® service management best practices. They also need to have experience working in organizations using various IT service management processes.


Course introduction and overview
  • Accountability, boundaries and consistency
  • Cost-effectiveness and quality
  • Stages of the lifecycle
  • Services
  • The service portfolio
  • Processes and functions
  • A brief discussion of the processes defined by ITIL
  • Roles and responsibilities
  • Exercise 1: Understanding basic service management concepts
  • Understanding incident management from a service catalog perspective
  • Understanding incident management in the context of service level agreements
  • What is an incident?
  • Defining incident management
  • What incident management is not
  • Purpose and objectives of incident management
  • Scope of incident management
  • Incident management policies, principles and basic concepts
  • Incident models
  • Incident management activities
  • Incident matching procedure
  • Sourcing of information
  • Incident management metrics and measurements
  • Challenges and risks
  • The Continual Service Improvement Approach
  • Why an effective and efficient, real-world oriented incident management process is important to your organization
  • Exercise 2: Understanding the Theory of Incident Management
  • Using the service catalog as structuring mechanism for incident mechanism
  • Establishing common sense policies and practical guiding principles for incident management
  • Building an incident management process based on real-world examples
  • Using the Schedule of Changes
  • Invoking configuration management during incident management
  • Sample policies and guiding principles for incident management
  • Real-world example I: A short bridge (or vehicles that are too tall)
  • Real-world example II: My first car (discovering and using workarounds)
  • Real-world example III: A bent CPU Pin (example of the ineffectiveness of service restoration when problem management is ineffective)
  • Real-world example IV: Availability management and time zone coding
  • Real-world example V: An operating system update
Exercise 3: Practical policies and guiding principles for incident management
  • What is a vision?
  • Understanding and agreeing to the desired state for problem management in your organization
  • Defining the vision
  • Sample visions for problem management
  • Exercise 4: Establishing a vision for problem management
  • Understanding the current state of incident management in your organization
  • Incident management Audit of Intent
  • Incident management Audit of Action
  • Sample incident management assessment questions
  • Assessing levels of incident management maturity
  • Sample assessment results
  • Exercise 5: Understanding the current state of incident management in your organization
  • Why many incident management processes fail
  • Identifying, understanding and making decisions about incidents in a consistent way
  • What is an incident?
  • What is a workaround?
  • What is a known error?
  • What information is contained in an incident record?
  • What information is contained in a known error record?
  • How are incident records used?
  • How are known error records used?
  • Storing records in a known error database?
  • Basic functionality of known error database and how this helps incident management
  • How changes and incidents are related
  • Exercise 6: Defining incidents, workarounds and known error records
  • What is an incident?
  • What is a problem?
  • Typical relationships
  • Categorization
  • Prioritization
  • Escalation
  • Establishing an effective boundary between problems and incident management
  • Definition of workarounds
  • Creation of known error records
  • Use of known errors
  • Which process (of Incident management and problem management) does what and when
  • Exercise 7: Establishing an effective boundary between problem management and incident management
  • Common incident situations
  • Degradations of service
  • Violation of a Service Level Agreement
  • Interruptions to service
  • Incidents without customer impact
  • Major incidents
  • Security-related incidents
  • Access-related incidents
  • Defining an incident model
  • Effective incident logging
  • Using initial categorization effectively
  • Using prioritization effectively
  • Using initial diagnosis effectively
  • Using escalation effectively
  • Resolution and recovery as part of the incident model
  • Determining and using incident close categorization
  • Exercise 8: Understanding common incident situations and defining common incident models
  • Using the ITIL incident management process as a starting point
  • Defining specific policies for incident management
  • Defining roles and responsibilities for incident management
  • Defining incident open category
  • Defining impact, urgency and priority
  • Defining a major incident management process
  • Defining other process branches(e.g. security incidents)
  • Defining an incident matching procedure
  • Defining approaches for functional escalation
  • Defining approaches for hierarchic escalation
  • Defining incident diagnosis activities
  • Defining incident closure activities (e.g. close categorization)
  • Building a process for defining incident models
  • Invoking incident models
  • Exercise 9: Defining your organization’s incident management process
  • Useful key performance indicators for incident management and what they really measure
  • How to collect key performance indicators
  • Common incident management reports
  • Exercise 10: Creating common incident management reports
  • Comparing the vision and baseline
  • Identifying an implementation plan
  • Making the implementation plan specific
  • Sample incident management implementation plan
  • Exercise 11: Developing an implementation plan for incident management
  • Common delays roadblocks, challenges, risks and pitfalls
  • Developing responses
  • Adjusting the vision
  • Keeping the momentum going
  • Exercise 12: Developing responses to common challenges and risks
  • Review of concepts learned
  • Questions and answers

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Course Feature

duration Course Duration
24x7 24x7 Support
access Lifetime LMS Access
guarantee Price match Guarantee


This course is highly recommended for current and aspiring –
  • CIOs, CTOs
  • Service management professionals
  • IT managers and directors
  • IT auditors
  • Change management professionals
  • Continual improvement professionals
  • Service desk professionals
  • Incident management professionals
  • Problem management professionals
A minimum internet speed of 2 MBPS is recommended.
All the sessions are recorded. So even if you miss a class, you can access a recorded video of the session in your LMS.
You will get lifetime access to LMS and all the learning material in it.