Incident Management Practice for Managers

About this course

Equip managers with practical knowledge of incident management practice.

• 7 lessons
• 45 min
• intermediate

What you'll learn

• Define an incident in the ITIL sense and differentiate it from a problem, service request, and major incident
• Explain the purpose and scope of incident management within the service value chain
• Describe the stages of the incident management lifecycle from detection to closure
• Identify the decision points and handoffs that require management attention
• Map the key roles involved in incident management and their decision rights
• Describe how managers should delegate, communicate, and support their teams during incidents

Finishing the course

• 28 knowledge-check questions along the way, so you know the ideas stuck before you move on.
• Watching is free and needs no account. Sign in to save your progress. Pass each lesson's quiz (60%+) to earn the certificate. Each certificate has its own public verification link to share, marked quiz-verified.

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