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Description

ITIL 4 Practitioner Incident Management: Qualifying, Resolving and Steering Incidents

Structure incident management in line with ITIL 4 and achieve a lasting reduction in service restoration times

  • 1 day — 7 h
  • In-person or virtual
  • Intermediate
  • Up to 6 participants

A major incident always exposes the same weaknesses: hesitant qualification, prioritisation debated in the middle of the crisis, improvised communication and no memory carried from one incident to the next. Teams process tickets without the process itself improving, and the indicators measure activity rather than service restoration.

This one-day programme focuses on the incident management practice within ITIL 4. The seven hours cover the full cycle from report to closure, the handling of major incidents, the interface with problem and change management, and finally steering through indicators that genuinely inform decisions.

Learning objectives

  • Qualify and prioritise an incident based on its impact and urgency
  • Structure the resolution workflow and escalation levels
  • Steer a major incident and organise communication towards business stakeholders
  • Connect incident management with problem and change management
  • Define indicators focused on service restoration
  • Conduct post-incident reviews and feed the knowledge base

What makes this programme different

A crisis cell is simulated in the session with allocated roles and time-bound decisions
Participants rebuild their prioritisation matrix from their own service level commitments
The practice dashboard is built indicator by indicator with its interpretation rule

Programme

1Framing the Practice and Qualifying Incidents

Setting the rules before the alarm sounds

  • Purpose of the practice and its place in the value chain
  • Distinguishing between incident, service request and problem
  • Impact and urgency matrix and prioritisation rules
  • Incident categorisation and the quality of data capture
  • Service level commitments and their operational consequences

2Resolution, Escalation and Major Incidents

Restoring service without losing the thread

  • Resolution workflow across support levels
  • Functional escalation and hierarchical escalation
  • Triggering and leading a major incident response
  • Communication towards users and towards executive management
  • Workarounds and the interface with change management

3Continual Improvement and Steering

Advancing the practice between crises

  • Restoration indicators and the limits of activity-based measures
  • Analysis of recurring incidents and handover to problem management
  • Post-incident review after a major incident
  • Building and using the knowledge base
  • Automation and handling of repetitive incidents

Who is it for

IT operations managers · support managers · help desk team leaders · process owners and experienced technicians.

Prerequisites

Familiarity with the general principles of ITIL 4 or current experience within an IT operations function.

Dates & locations

12 scheduled dates between November 2026 and December 2027. Seats are confirmed in the order enquiries are received.

November 2026

December 2026

January 2027

February 2027

March 2027

April 2027

May 2027

June 2027

September 2027

October 2027

November 2027

December 2027

None of these dates suit you? We open additional sessions on request, and any programme can be run privately for your team.

Practical details

Before the programme
Online positioning questionnaire. Your development objectives are shared with the trainer, who tailors the practical case studies to your context.
Teaching methods
Theoretical input, workshops and practical case studies. Digital course materials and method sheets provided.
Assessment
Multiple-choice tests and role-play exercises. Assessment of learning at the start and end of the programme, with immediate and 60-day follow-up evaluations.
After the programme
One year of access to the e-learning platform. Self-assessment of the skills acquired and a 30-day follow-up session with your trainer.
How to register
Registration online or on the basis of a quotation.
Lead time
11 working days after confirmation of registration.
Accessibility
Accessible to people of determination. Contact our accessibility coordinator to design a suitable solution: contact@mpf-academy.ae
Start dates
Rolling intake: in addition to the scheduled sessions, this programme can start on request.