CT Global

Contact Us

Menu

ITIL® 4 Practitioner: Problem Management

Categories: ITIL 4
Wishlist Share
Share Course
Page Link
Share On Social Media

About Course

The ITIL® 4 Practitioner: Problem Management certification focuses on equipping professionals with the knowledge and skills to effectively manage problems within an IT service environment. It delves into proactive approaches for identifying and preventing recurring issues, minimizing the impact of incidents, and restoring services efficiently. This certification empowers practitioners to implement problem management best practices aligned with ITIL® 4 principles, enhancing service reliability and customer satisfaction.  

The exam voucher is included in the course package.

Course Outline

General information​

  • Purpose and description​
  • Terms and concepts​
  • Scope​
  • Practice success factors​
  • Key metrics​

Value streams and processes​

  • Processes​
  • Value stream contribution​

Organizations and people​

  • Roles, competencies, and responsibilities​
  • Organizational structures and teams​

​Information and technology​

  • Information exchange​
  • Automation and tooling​

Partners and suppliers​

Capability assessment and development​

  • The practice capability levels​
  • Capability self-assessment​
  • Problem Management capability development​
Show More

What Will You Learn?

  • Problem Identification: Techniques for identifying and categorizing problems within the IT service environment.
  • Root Cause Analysis: Methods to determine the underlying causes of problems to prevent recurrence.
  • Problem Prioritization: Strategies for prioritizing problems based on their impact and urgency.
  • Incident Impact Reduction: Approaches to minimize the impact of incidents on service delivery.
  • Effective Resolution: Best practices for resolving problems efficiently to restore services promptly.
  • Proactive Problem Management: Strategies for implementing proactive measures to prevent future incidents.
  • Collaborative Problem Solving: Techniques for fostering collaboration among IT teams to address complex problems effectively.
  • Continuous Improvement: Methods for continuously improving problem management processes based on feedback and lessons learned.
  • Alignment with ITIL® 4: Understanding how problem management practices align with ITIL® 4 principles and guidelines.
  • Practical Application: Opportunities to apply problem management concepts in real-world scenarios through case studies and exercises.