I am the Incident Workshop

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Say hello to hands-on, practical learning that transforms your understanding into action. I am the Incident

I am the Incident is a series of assignments originally developed by ITSM Academy in 2004. A revised version is embedded into our ITIL Foundation and ITIL Monitor, Support and Fulfil courses, to enhance understanding and application of IT service management (ITSM) practices. (Read more about the origins of I am the Incident.) 

This 6-hour workshop offers this highly engaging series as a stand-alone, single-day course that's a perfect fit for organizations striving to improve the customer experience and service delivery and demonstrate service management excellence. Using a combination of traditional teaching methods, experiential assignments, and post-activity discussions, this course enables participants to learn about and bring to life essential ITSM practices.  

I am the Incident Exercises: 

  • Exploring user queries 
  • Distinguishing incidents & service requests
  • Handling incidents & service requests
  • Handling problems
  • Managing changes
  • Managing service levels
  • Exploring practice interfaces

The core IT service management processes included in the curriculum are:

  • Service Desk
  • Incident Management
  • Problem Management
  • Knowledge Management
  • Change Enablement
  • Service Level Management

This non-certification course is tailored to fit your organization's specific needs. Choose from existing case stories based on industry and incident category or work with our content team to develop a custom case story based on your organization. The experiential aspects of this class are designed to encourage discussion and collaboration. Time will be dedicated to planning activities in your selected areas, ensuring your team comes out of class equipped to make practical improvements.

Student Material:

  • Six (6) hours of instructor-led training, discussion, and facilitation
  • Learner Manual (excellent post-class reference)
  • Research Paper - WhatIs? ITIL 4 
  • ITIL Reference Card

Target Audience: The main target candidates for this course are:

  • Anyone working in IT or in roles that interact with IT who wants a high-level introduction to included essential IT service management practices
  • Anyone in a customer experience role who wants to better understand how these practices impact the customer journey
  • Individuals and teams who want to, as part of a continuous improvement effort, better understand the integrated nature of these practices  

Professional Education Hours: Individuals attending this class will earn 6 professional education hours (e.g., PDUs, CPDs, CPEs, CEUs) upon completion of this course. These professional education hours can be submitted to associations such as the PeopleCert, Project Management Institute and ISACA, if applicable.


Let's Go Green:  Materials for this course are provided as downloadable soft copy files that can be viewed on a variety of devices. Attendees may print a hard copy of the files in whatever format best meets their needs and can use the files under the Terms of Use as indicated on the material.

Instructors:  As with all ITSM Academy training, our instructors have years of hands-on IT Practitioner experience, enabling them to effectively intertwine theory and real-life stories and scenarios. Using the highest quality content, this training style encourages active group participation, allowing all learners to bring from class a wealth of practical knowledge. 

Course Logistics - All ITSM Academy courses, including this one, can be: 

Contact Us, or phone 954. 491. 3442 or use the chat below