ITIL® 4 Practitioner: Problem Management

1 Day (7 hours)

This module provides practical guidance on the processes and activities of the Problem Management practice and their roles in the service value chain, the organizations and people involved in the practice, information and technology supporting the practice, and considerations for partners and suppliers.

This course will help you to:

• Increase reliability of IT services
• Reduce losses and costs caused by IT service unavailability or degradation
• Fulfil service quality targets
• Reduce technical debt
• Anticipate utilization of IT support resources
• Measure, assess and develop the Problem Management practice capability in your organization by using the ITIL Maturity Model.

Audience:

Everyone working within the area Problem Management and hold an ITIL Foundation certificate

Prerequisite:

For taking the exam, a candidate must have passed the ITIL 4 Foundation certification

Course material:

Official course material will be delivered digital and consist of:

• Course material
• ITIL Practice guide for Problem Management

CONTENT

1. Understand the key concepts of the practice
2. Understand the processes of the practice
3. Understand the roles and competences of the practice
4. Understand how information and technology support and enable the practice
5. Understand the role of partners and suppliers in the practice
6. Understand how the ITIL capability model can
   be used to develop the practice
7. Understand how the ITIL guiding principles
   support the practice.