The ITIL® 4 Practitioner: Problem Management module provides a deep dive into the processes and practices required to improve IT service quality and stability. This course offers practical insights into the Problem Management practice, aligning with the ITIL 4 framework. Participants will learn to analyze and address the root causes of incidents, minimize service downtime, and implement effective workarounds and error management strategies.
By completing this course, participants will:
- Enhance the reliability of IT services.
- Minimize financial and operational losses caused by IT service degradation or outages.
- Support their organization in meeting service quality targets and reducing technical debt.
- Optimize resource utilization and improve the Problem Management practice using the ITIL Maturity Model.
This course prepares participants to integrate Problem Management seamlessly within the service value chain, leveraging collaboration across teams, information systems, and external partners.
Curriculum
- 4 Sections
- 11 Lessons
- 52 Weeks
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- Introduction1
- Course Modules7
- 2.1Module 1: key concepts of the practice
- 2.2Module 2: Processes of the practice
- 2.3Module 3: Roles and competencies of the practice
- 2.4Module 4: How information and technology support and enable the practice
- 2.5Module 5: Role of partners and suppliers in the practice
- 2.6Module 6: How the ITIL capability model can be used to develop the practice
- 2.7Problem Management Diagram pack
- Mock Exams2
- Syllabus1
