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ITIL® 4 Practitioner: Incident Management (INM)

  • Length 1 day
  • Price  $950 inc GST
  • Inclusions Exam voucher
Course overview
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Why study this course

The ITIL 4 Practitioner: Incident Management module is for IT professionals who are involved in minimising the negative impact of incidents by restoring normal service operation as quickly as possible.

The individuals can demonstrate their understanding and application of the concepts covered in the ITIL 4 Incident Management practice at both strategic and operational levels maximising value from this practice area.

The ITIL 4 INM course is part of the ITIL 4 Practice Manager (PM) designation, which encompasses a set of practice-based modules designed for performing specific work or accomplishing an objective. The practices are also enriched with additional guidance on the capability model based on the ITIL 4 maturity model.

Included with this course is a digital copy of the official guidance publication, ITIL 4 Incident Management Practice.


This course pricing includes a voucher for the ITIL 4 Incident Management Exam, which is an online proctored exam through PeopleCert. It is a 30-minute closed book exam consisting of 20 multiple choice questions, with a pass mark of 65% (13/20). Practice exam papers and questions are provided in the course, and reviewed to assist in preparation.

After passing the exam, each student’s certificate will be made available to them via PeopleCert.

It is highly recommended that you spend some time each evening of this course reviewing and consolidating what you’ve learned, to be well prepared for the exam. It is also recommended to use the five official guidance publications for study and exam preparation but note they are not permitted to be used in the exam.

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What you’ll learn

This course enables professionals to:

  • Efficiently coordinate incident handling in the organisation or in a specific area, such as territory, product, or technology, depending on the organisational design

  • Monitor and review the work of teams that handle and resolve incidents

  • Coordinate manual work with incidents, especially those involving multiple teams

  • Ensure sufficient awareness of the incidents and their status across the organisation

  • Conduct regular incident reviews and initiate improvements of the incident management practice, the incident models, and the incident handling procedures

  • Measure, assess, and develop the Incident Management practice capability in their organisation by using the ITIL Maturity Model

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ITIL at Lumify Work

Lumify Work is an Accredited Training Organization with Gold status for PeopleCert courses and certifications including ITIL. We are also a member of the IT Service Management Forum (itSMF) and most of our ITIL instructors have an expert level of ITIL certification in addition to practical real-world implementation and consulting experience in ITIL.

Who is the course for?

This course is intended for professionals who want to validate their skills and knowledge in Incident Management or are aiming to establish good cross-practice collaboration and effective service value streams.

Course subjects

Incident Management (INM) Practice

  • Key concepts of the practice

  • The processes of the practice

  • The roles and competences of the practice

  • How information and technology support and enable the practice

  • The role of partners and suppliers in the practice

  • How the ITIL capability model can be used to develop the practice

  • Recommendations for the practice success


To attend this course you must have achieved a pass in the ITIL 4 Foundation exam. Proof will need to be provided at the time of booking.

Note that to attain ITIL 4 Practice Manager designation, you will also need to hold four other Practice certifications and the ITIL 4 Specialist: Create Deliver and Support certification.

Industry Association Recognition

Project Management Institute (PMI­®)

  • Contact hours: 7 hours

  • Professional Development Units (PDUs): 7 PDUs

Australian Institute of Project Management (AIPM®)

  • Continual Professional Development (CPD) points: 5 points

PeopleCert Exams

All PeopleCert exams are now conducted via online proctoring, with an improved web-based platform released in February 2024. Candidates can schedule their exam for any time within the voucher validity period of 12 months, to be taken anywhere, on any Windows or Mac computer. Live proctors will guide and invigilate the exam process. For full details please see PeopleCert's Guidelines for Web-Based Exam Driver.

Lumify Work cannot sell PeopleCert courses (AgileSHIFT®, ITIL®, MoP™, M_o_R™, MSP®, P3O®, PRINCE2®, and PRINCE2 Agile®) without the corresponding official exam as per requirement from PeopleCert.

Terms & Conditions

The supply of this course by Lumify Work is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrolment in the course is conditional on acceptance of these terms and conditions.

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