ITIL® 4 Practitioner: Problem Management Course

The ITIL® 4 Practitioner: Problem Management course equips IT professionals with practical skills to identify and address root causes of incidents, manage known errors, and implement workarounds to enhance service reliability and reduce disruption. This module focuses on developing a proactive approach to minimize the likelihood and impact of IT service issues.

ITIL® 4 Practitioner: Problem Management Course

Course Overview

The ITIL® 4 Practitioner: Problem Management module provides a deep dive into the processes and practices required to improve IT service quality and stability. This course offers practical insights into the Problem Management practice, aligning with the ITIL 4 framework. Participants will learn to analyze and address the root causes of incidents, minimize service downtime, and implement effective workarounds and error management strategies.

By completing this course, participants will:

Enhance the reliability of IT services.
Minimize financial and operational losses caused by IT service degradation or outages.
Support their organization in meeting service quality targets and reducing technical debt.
Optimize resource utilization and improve the Problem Management practice using the ITIL Maturity Model.

This course prepares participants to integrate Problem Management seamlessly within the service value chain, leveraging collaboration across teams, information systems, and external partners.

Target Audience

This course is ideal for:

IT professionals, service desk staff, and support teams who are involved in incident and problem resolution.
IT managers and team leads seeking to reduce service downtime and improve IT service quality.
Process managers, service owners, and practitioners working on continuous improvement initiatives.
Professionals aiming to build advanced Problem Management capabilities within their organizations.
Individuals looking to advance their ITIL certifications, provided they have completed the ITIL 4 Foundation certification.

Prerequisite

Pre-requisite: A valid ITIL 4 Foundation certification is required to enroll in this course and attempt the exam. Certification Renewal: Starting from 2023, all PeopleCert Global Best Practice certifications must be renewed every three years. Learn more about renewal processes to maintain your certification.

Learning Objectives

Upon completing this course, participants will be able to:

Understand the role and importance of Problem Management within the ITIL 4 framework.
Identify and analyze root causes of incidents to reduce recurring issues.
Implement effective workarounds and manage known errors to minimize service disruption.
Align Problem Management practices with organizational goals and the service value chain.
Use the ITIL Maturity Model to measure, assess, and improve Problem Management capabilities.
Optimize the utilization of IT support resources while reducing technical debt and improving service quality.

Course Modules

Module 1: The key concepts of the practice

Module 2: The processes of the practice

Module 3: The roles and competencies of the practice

Module 4: How information and technology support and enable the practice

Module 5: The role of partners and suppliers in the practice

Module 6: How the ITIL capability model can be used to develop the practice

Module 7: The recommendations for the practice success

Exam Detail

The ITIL® 4 Practitioner: Problem Management certification exam includes:

Format: Multiple-choice
Number of Questions: 20
Passing Score: 13 out of 20 marks (65%)
Duration: 30 minutes
Conditions: Closed book

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Self-Paced Learning

$1,200.00 EX GST

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