ITIL® Problem Management

About the course

During the 1-day instructor lead virtual course you will receive practical guidance on the processes and activities of Problem Management, including their roles in the service value chain. This course is part of the ITIL® Specialist: Monitoring, Support and Fulfill Course.

What skills will you acquire:

• Learn how to design products and services that are fit for purpose and use, that can be delivered by the organisation and its ecosystem.
• Ensure that applications and IT systems meet stakeholder needs, and product features are released on time, within budget and to a high standard of quality.
• Learn how to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors.

What will you learn

• 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.
• Learn strategies for succeeding with Problem Management, and understand how it is supported by the ITIL guiding principles to achieve effective problem resolution and service improvement.

Training materials

• Peoplecert official ITIL® Problem Management Learner Workbook (including Syllabus, Quick Reference Guide and two Sample Exams)
• Peoplecert ITIL® Problem Management online training environment
• Peoplecert official ITIL® Problem Management Book (Digital Version)
• ITIL® Problem Management Exam Voucher to take the exam within 12 months after completing the course

Audience

The ITIL® Problem Management course is intended for those who have passed the ITIL5® Foundation exam and want to acquire a detailed understanding of the ITIL Problem Management Practice.

Requirements

You must have passed the ITIL5® Foundation exam or the ITIL4® Create, Deliver and Support exam.