This self-paced e-learning course provides a comprehensive exploration of the Problem Management practice as defined in ITIL® 4. Accredited by PeopleCert, the course focuses on identifying and addressing the root causes of incidents to prevent recurrence and minimize the impact of problems on services.
Learners will develop practical skills in proactive and reactive problem management, root cause analysis techniques, and collaboration across IT teams. The course also prepares participants for the ITIL® 4 Practitioner: Problem Management certification exam.
By the end of this course, you will be able to:
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Understand the purpose, scope, and value of the Problem Management practice
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Differentiate between incidents and problems, and manage them accordingly
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Apply effective techniques for identifying root causes and recurring issues
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Manage known errors and workaround documentation
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Collaborate with other practices like Incident Management, Change Enablement, and Risk Management
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Drive continuous improvement through trend analysis and problem reviews
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Prepare effectively for the ITIL® 4 Practitioner: Problem Management certification exam
This course is ideal for:
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IT professionals involved in incident and problem resolution
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Problem managers and service desk leads
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IT operations and support teams
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ITSM practitioners aiming to improve service stability and performance
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Anyone with an ITIL® 4 Foundation certification looking to specialize in Problem Management
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ITIL® 4 Foundation certification (mandatory)
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Basic knowledge of IT incidents, service management, or root cause analysis is recommended
PLEASE NOTE: It may take 2-3 business days for your course access to be activated. You will receive an email from us with all necessary details.