ITIL 4 IM case studies

The ITIL 4 Specialist: Incident Management certification is a PeopleCert ITIL 4 qualification aimed at practitioners who already hold ITIL 4 Foundation and want to specialise in restoring normal service operation quickly and effectively. It suits incident managers, service desk and support team leads, major incident coordinators, problem and change practitioners who work alongside incident teams, and service owners accountable for reliability. The exam assesses five areas: incident management concepts and definitions; roles, responsibilities and value streams; processes and practices; information, tools and technology; and how incident management fits into the wider service value system alongside practices such as problem management, service desk, knowledge management and continual improvement. Candidates should expect scenario-based questions that test judgement about prioritisation, escalation, major incident handling, communication and post-incident review rather than simple recall. The ITIL 4 IM case studies are 5 cases and about 3,286 words.