For a student focused on Incident Management, troubleshooting, and Infra/IT Service Desk operations, the most relevant ITIL course is ITIL 4 Foundation, with optional deeper dives into ITIL 4 Specialist: Incident Management (part of the ITIL 4 Managing Professional stream).

Below is a tailored overview of the course content that aligns with your stated needs:

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1. ITIL 4 Foundation (Core for Service Desk & Incident Focus)

Key Modules Relevant to You:

• Introduction to ITIL 4 and Key Concepts
  • Service management as a practice
  • Value co-creation, outcomes vs. outputs
  • The ITIL Service Value System (SVS)
• The Four Dimensions of Service Management
  • Organizations & people
  • Information & technology
  • Partners & suppliers
  • Value streams & processes
• ITIL Service Value Chain (SVC)
  • Plan → Improve → Engage → Design & Transition → Obtain/Build → Deliver & Support
  • Deliver & Support is especially relevant for the service desk and incident handling
• ITIL Practices (34 total – focus on these):
  • Incident Management
    • Purpose: Restore normal service operation quickly
    • Prioritization, categorization, escalation
    • Integration with monitoring tools and the known error DB
  • Service Desk
    • Single point of contact (SPOC)
    • Roles, responsibilities, and communication techniques
    • Use of ticketing systems (e.g., ServiceNow, Jira)
  • Problem Management
    • Root cause analysis (RCA)
    • Known errors and workarounds
    • Link to recurring incidents
  • Monitoring & Event Management
    • Proactive detection of infrastructure issues
  • Request Fulfillment
    • Handling standard service requests (e.g., password resets)
  • Continual Improvement
    • Using feedback from incidents to improve services
• Guiding Principles (applied in daily service desk work):
  • Focus on value
  • Start where you are
  • Progress iteratively
  • Collaborate and promote visibility

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2. Optional: ITIL 4 Specialist – Incident Management (Advanced)

(Available as part of ITIL 4 Managing Professional or standalone modules in some training providers)

Deep-Dive Topics:

• End-to-end incident lifecycle
• Integration with Event Management and Monitoring Tools
• Escalation paths (technical, hierarchical, functional)
• Major incident management (MIM) protocols
• Metrics & KPIs: MTTR, First Contact Resolution (FCR), SLA compliance
• Use of AI/ML in modern incident prediction and auto-resolution
• Real-world troubleshooting workflows aligned with ITIL

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Practical Skills You’ll Gain:

• Logging, categorizing, prioritizing, and resolving incidents
• Communicating effectively with users during outages
• Using ITSM tools compliant with ITIL (e.g., BMC Helix, ServiceNow)
• Distinguishing between Incidents, Problems, and Requests
• Participating in post-incident reviews and improvement cycles

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Recommended Learning Path for Your Goals:

1. Start with ITIL 4 Foundation (2–3 days course; exam included)
2. Supplement with hands-on labs using ITSM simulators or sandbox environments
3. Consider ITIL 4 Specialist: Incident Management if pursuing a service desk lead or L2/L3 support role
4. Pair with certifications like CompTIA A+ or Microsoft 365 Fundamentals if strengthening technical troubleshooting skills