This module provides practical guidance on the processes and activities of the Problem Management practice and their roles in the service value chain, 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.
«The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying the actual and potential causes of incidents and managing workarounds and known errors.»
Course objectivesThis course will help you to:
AudienceThis course is suitable for:
Prerequisite:For taking the exam, a candidate must have passed the ITIL 4 Foundation certification
Participants learn the purpose and value of the Problem Management practice and how it contributes to reducing recurring incidents and improving service reliability.
The course explores methods for identifying the root causes of incidents and analysing problems to prevent future service disruptions.
Participants learn about the roles and competencies required for effective problem management and how the practice integrates with other ITIL practices.
The training explains how tools and technologies support the identification, tracking and resolution of problems within service environments.
Participants explore success factors, metrics and the ITIL maturity model to measure and improve the effectiveness of the Problem Management practice.
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.
The trainer will also guide you through the procedures on how to book and prepare for the exam during the course.
Requirements:
For taking the exam, a candidate must have passed the ITIL 4 Foundation certification or ITIL® V3 Foundation examination.
Duration: 1 day
Price: 9 900 NOK
Language: English course material, Norwegian speaking instructor
Format: Classroom or virtual training
Hva lærer jeg på dette kurset?
Du lærer hvordan Problem Management-praksisen brukes til å identifisere og håndtere rotårsaker til hendelser i IT-tjenester.
Hvem passer kurset for?
Kurset passer for IT-fagpersoner som jobber med drift, incident management, problem management eller tjenestestyring.
Hva er kravene for å delta?
Du må ha bestått ITIL® 4 Foundation eller ITIL® v3 Foundation før du kan ta sertifiseringseksamen.
Hvordan gjennomføres eksamen?
Eksamen gjennomføres online med digital eksamensvakt etter at du har mottatt en eksamensvoucher.
Hva skjer hvis jeg ikke består eksamen?
Retake-regler avhenger av sertifiseringsleverandøren, men det er normalt mulig å ta eksamen på nytt.
Får jeg ekstra tid på eksamen?
Ja, kandidater som ikke har engelsk som morsmål kan få ekstra tid i henhold til eksamensreglene.
