E-learning ITIL® 4 Practitioner: Problem Management

ITIL® 4 Practitioner: Problem Management teaches you to reduce the likelihood and impact of incidents by identifying their actual and potential causes and managing workarounds and known errors. The course gives practical guidance on the processes and activities of the practice and its role in the service value chain.

Through flexible, self-paced eLearning, you will learn how to identify and manage the root causes of incidents, how to handle workarounds and known errors, and how to integrate problem management into your organisation's value streams. The course prepares you for the ITIL® 4 Practitioner: Problem Management certification exam.

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Audience

This course is suitable for professionals who work with or want to strengthen the Problem Management practice in their organisation, including:

  • Problem managers and problem analysts
  • IT operations specialists and managers
  • IT service managers
  • Network engineers and network administrators
  • Solutions architects
  • Data analysts and data scientists

Learning Objectives

After completing the course, you will be able to:

  • Understand the purpose and key concepts of Problem Management, including its role in identifying and managing root causes to prevent incidents from recurring
  • Use practice success factors (PSFs) and key metrics to evaluate problem management and drive continual improvement
  • Apply the key processes and activities of the practice and integrate them into your organisation's value streams to support greater service stability and performance
  • Position the practice effectively in your organisation and understand the roles and competencies needed for proactive problem resolution
  • Explain how information and technology support the practice with tools and systems for efficient problem identification, analysis and resolution
  • Collaborate effectively with partners and suppliers to strengthen problem-solving capabilities
  • Use the ITIL capability model to assess and develop the capabilities of the Problem Management practice
  • Apply recommendations for practice success, supported by the ITIL guiding principles

Prerequisites

Candidates must hold one of the following:

  • Any ITIL v3 certification
  • ITIL® 4 Foundation
  • ITIL® 4 Managing Professional certificate

Training through an accredited training organization or official ITIL eLearning is also required. Proof of completion is required before exam results are released.

Course Materials

The eLearning course includes:

  • Official ITIL® eBook
  • Exam voucher
  • Learning Resource Kit, including Learner Workbook and Quick Reference Guide
  • Interactive eLearning (approx. 2–3 hours)
  • Auto-marked sample papers
  • Practical exercises and quizzes
  • Scenario-based case studies
  • Real-time progress tracking
  • Embedded glossary with key terminology

Course Content

 

Key Concepts

The purpose and key concepts of Problem Management, including its role in identifying and managing root causes to prevent incidents from recurring.

Practice Success Factors and Metrics

Practice success factors (PSFs) and key metrics used to evaluate problem management and drive continual improvement.

Processes and Value Streams

Key processes and activities of the practice, and how to integrate them into the organisation's value streams to support greater service stability and performance.

Roles and Competencies

Key roles in the practice, how to position it within the organisation, and the competencies needed for proactive problem resolution.

Information and Technology

How information and technology enable the practice, with tools and systems for efficient problem identification, analysis and resolution.

Partners and Suppliers

The role of partners and suppliers, and how to work with them to strengthen problem-solving capabilities.

The ITIL Capability Model

How the capability criteria support the development of the Problem Management practice in line with best practice and organisational requirements.

Practice Success

Recommendations for succeeding with Problem Management, and how they are supported by the ITIL guiding principles.

 

Certification Exam

The course prepares you for the official ITIL® 4 Practitioner: Problem Management certification exam.

  • 20 multiple-choice questions
  • 30 minutes
  • Closed book
  • 65% required to pass
  • Available in English, Chinese, French, German, Italian, Japanese, Polish, Portuguese (Brazilian) and Spanish
  • Exam voucher included

The exam is taken digitally via PeopleCert