ITIL® 4 Practitioner: Problem Management – Self-Paced Online Training with Exam Voucher (E-Learning)
E-learning code:
ITIL® 4 Problem Management is a practice that focuses on identifying and resolving the root causes of enterprise IT service problems to minimise disruptions.
The ITIL® 4 Practitioner: Problem Management Professional Development Program is advantageous not only for individuals directly engaged in Problem Management activities but also for a broad spectrum of professionals in the IT and business sectors who wish to enhance their understanding of effective IT Service Management.
A few of the professionals who will derive value from this program are:
- Problem Managers and Teams
- Service Desk Agents and Managers
- IT Service Managers
- IT Operations Managers
- IT Consultants
- Incident Managers
- IT Professionals
- Business Managers
ITIL® 4 Foundation Certification is a pre-requisite for studying ITIL® 4 Practitioner: Problem Management training program.
The ITIL® 4 Practitioner: Problem Management Training is a specialised course designed to equip IT professionals with the knowledge and skills necessary to effectively manage problems within an IT service environment. Problem management plays a crucial role in identifying the root causes of incidents, preventing their recurrence, and minimising their impact on business operations.
IT managers, problem managers, incident managers, service desk analysts, and anyone involved in IT service management should prioritise participating in the ITIL® 4 Practitioner: Problem Management Training. This comprehensive program is particularly relevant for professionals seeking to enhance their understanding of problem management principles, processes, and industry best practices to improve service reliability and minimise business disruptions.The 1-day ITIL® 4 Practitioner: Problem Management Training Course provides participants with comprehensive knowledge and applied technical skills in ITIL® 4 Problem Management practices. During this ITIL Certification Training, they will learn essential concepts such as problem identification, root cause analysis, proactive prevention, and effective problem resolution techniques.
Learning Objectives
- To understand the importance of problem management in IT service management
- To learn problem management principles, processes, and industry best practices
- To develop skills in identifying, classifying, and prioritising problems
- To conduct thorough problem investigations to identify root causes
- To implement corrective actions to prevent problem recurrence
- To empower IT professionals to drive continual improvement through effective problem management practices
Upon completion of the ITIL® 4 Practitioner: Problem Management Training, participants will be equipped with the knowledge, skills, and confidence needed to effectively manage problems within their IT service environment. They will be better prepared to identify and address the root causes of incidents, minimise service disruptions, and improve service reliability, ultimately enhancing customer satisfaction and business performance.
you will gain expertise in about problem identification, root cause analysis, proactive prevention strategies, incident impact reduction, problem logging, and implementing permanent fixes or workarounds.
Curriculum Outline
Module 1: Key Concepts of the Practice
- Purpose of the Practice
- Practice Success Factors (PSF) & Key Metrics of the Practice
- Key Terms and Concepts
- Problem
- Known Error
- Problem Prioritisation
- Reactive and Proactive Problem Management
- Workaround
- Technical Debt
- Problem Model
Module 2: Processes of the Practice
- Inputs and Outputs of the Processes
- Key Activities of the Processes
- Integrate the Practice into the enterprise’s Value Streams
Module 3: Roles and Competencies of the Practice
- Responsibilities of the Key Roles of The Practice
- Problem Manager
- Problem Coordinator
- How to Position the Practice in the Organisational Structure?
Module 4: How Information and Technology Support and Enable the Practice
- Tools Application
- Apply the Recommendations on Automation
Module 5: Role of Partners and Suppliers in the Practice
- Dependencies of the Practice on Third Parties
Module 6: How the ITIL® Capability Model Can Be Used to Develop the Practice
- How do Capability Criteria Support the Practice Capability Development?
Module 7: Recommendations for the Practice Success
- Recommendations for Problem Management Success
- How they are supported by the ITIL® Guiding Principles?
Interested in other areas as well? We offer self-paced online learning for all ITIL® 4 training qualifications marked with a green frame:
The ITIL® 4 Practitioner: Problem Management Examination evaluates candidates' comprehension of the ITIL® 4 principles and practices related to problem management. This certification focuses on effectively identifying, managing, and preventing incidents to minimise business impact and improve service quality.
- Question Format: Multiple Choice
- Total Questions: 20
- Total Marks: 20
- Passing Threshold: 65% (13/20 Marks)
- Time Allocation: 30 Minutes
Effective 2023, all PeopleCert Global Best Practice certifications require renewal every 3 years.
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Course Administrator
The whole training was well structured, with great examples, the instructor is excellent!
Attila Horváth
IT Services Hungary Kft.