We provide course about ITIL® 4 Practitioner: Problem Management. This module provides practical guidance on the processes and activities of the Problem Management practice and their roles in the service value chain.
Course description:
The organisations and people involved in the practice, information and technology supporting the practice, and considerations for partners and suppliers. The purpose of the Problem Management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors. This course provides practical guidance on the processes, activities and roles involved in the Problem Management practice.
Participants explore how this practice contributes to the service value chain, how it integrates with other ITIL practices and how organisations can measure and improve their Problem Management capability. Through practical examples and discussions, participants gain insight into how effective problem management improves service stability, reduces recurring incidents and strengthens operational service management.
Course objectives:
This course will help you to:
• Increase reliability of IT services
• Reduce losses and costs caused by IT service unavailability or degradation
• Fulfil service quality targets
• Reduce technical debt
• Anticipate utilization of IT support resources
• Measure, assess and develop the Problem Management practice capability in your organisation by using the ITIL Maturity Model.
Course outline:
Module 1 - Understanding the Problem Management practice:
• Participants learn the purpose and value of the Problem Management practice and how it contributes to reducing recurring incidents and improving service reliability.
Module 2 - Problem analysis and root cause identification:
• The course explores methods for identifying the root causes of incidents and analysing problems to prevent future service disruptions.
Module 3 - Roles, responsibilities and organisational integration:
• Participants learn about the roles and competencies required for effective problem management and how the practice integrates with other ITIL practices.
Module 4 - Supporting tools and technologies:
• The training explains how tools and technologies support the identification, tracking and resolution of problems within service environments.
Module 5 - Measuring and improving practice performance:
• Participants explore success factors, metrics and the ITIL maturity model to measure and improve the effectiveness of the Problem Management practice.
Target audience:
This course is suitable for:
• IT service management professionals
• IT operations and support professionals
• Problem managers and incident managers
• IT professionals responsible for service reliability and stability
• Anyone working with Problem Management and holding an ITIL Foundation certification
Prerequisites:
• For taking the exam, a candidate must have passed the ITIL 4 Foundation certification
Language:
• Engelsk innhold, norsk instruktør
Certification:
You will get an exam voucher that gives you access to an online exam. This can be booked and taken home monitored by a proctor via camera. Get the step-by-Step Guidelines on how to take an Online Proctored Exam on your computer.
How to take the exam:
• 20 questions
• Multiple choice
• 13 out of 20 marks required to pass (65%)
• 30 minutes
• Closed book