ITIL 4 Practitioner: Problem Management

Receive practical guidance on the processes and activities of Problem Management, including their roles in the service value chain.

What will you learn?

* Key concepts

Understand the purpose and key concepts of Problem Management, including its role in identifying and managing the root causes of incidents to prevent recurrence.

* Practice success factors

Learn about practice success factors (PSF) and key practice metrics, essential for evaluating the effectiveness of Problem Management and driving continual improvement.

* Practice Processes

Explore Problem Management processes, including key activities, and discover how to integrate them into your organisation’s value stream to enhance service stability and performance.

* Roles and Competencies

Focus on key roles within Problem Management, and understand how to position the practice effectively within your organisation. Develop the necessary competencies for proactive problem resolution.

* Information and Technology

See how Information and Technology can support and enable Problem Management, providing tools and data for efficient problem identification, analysis, and resolution.

* Partners and Suppliers

Explore the role of partners and suppliers in Problem Management, and learn how to collaborate effectively to enhance problem-solving capabilities and resource availability.

* The ITIL Capability Model

Discover how the ITIL capability model supports the development of Problem Management capabilities, ensuring alignment with industry best practices and organisational goals.

* Practice Success

Learn strategies for succeeding with Problem Management, and understand how it is supported by the ITIL guiding principles to achieve effective problem resolution and service improvement.