Receive practical guidance on the processes and activities of Problem Management

Course Description

The ITIL 4 Practitioner: Problem Management module is for all IT professionals aiming to:

• Showcase your ability to excel in essential IT service management, and to handle critical tasks in the field.

• Certify your expertise in managing IT services, making you the preferred choice for roles in IT service management and support.•

• Advance your career in IT with an ITIL certification, opening doors to new roles and cutting-edge opportunities in the evolving tech landscape.

 

Audience

All IT Professionals

 

Prerequisites

For taking the ITIL® 4 Practitioner: Problem Management course, a candidate must have passed ITIL Foundation or ITIL 4 Managing Professional Transition.

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Learning Objectives

The objectives of this course are:

• Understand the purpose and key concepts of Problem Management, including its role in identifying and managing the root causes of incidents to prevent recurrence.

• Learn about practice success factors (PSF) and key practice metrics, essential for evaluating the effectiveness of Problem Management and driving continual improvement.

• Explore Problem Management processes, including key activities, and discover how to integrate them into your organisation's value stream to enhance service stability and performance.

• Focus on key roles within Problem Management, and understand how to position the practice effectively within your organisation. Develop the necessary competencies for proactive problem resolution.

• See how Information and Technology can support and enable Problem Management, providing tools and data for efficient problem identification, analysis, and resolution.

• Explore the role of partners and suppliers in Problem Management, and learn how to collaborate effectively to enhance problem-solving capabilities and resource availability.

• Discover how the ITIL capability model supports the development of Problem Management capabilities, ensuring alignment with industry best practices and organisational goals.

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Examination

• Delivery: Computer-Based (Online)

• Format: Closed book

• Proctoring: Online

• Duration: 30 minutes (candidates taking exam in a language that is not their native, may be awarded 25% extra time)

• # of questions: 20, simple multiple choice (1 mark per question)

• Pass Grade: 65%

 

​​Please note ITIL 4 Practitioner: Problem Management course & exam are offered together as a bundle