ITIL® 4 Practitioner: Problem Management
1-Day

The ITIL 4 Practitioner: Problem Management practice module is for IT professionals who want to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and manage workarounds and known errors. The individuals can demonstrate their understanding and...  READ MORE

Price: £600 * (including exam)

  • Course:ITIL4-PRAC-PM ( £495 )
  • Exam:ITIL Practitioner ( £105 )

(Prices exclude VAT which will be added at the prevailing rate.)

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ITIL® 4 Practitioner: Problem Management

Description

The ITIL 4 Practitioner: Problem Management practice module is for IT professionals who want to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and manage workarounds and known errors.

The individuals can demonstrate their understanding and application of the concepts covered in the ITIL 4 Problem Management practice at both strategic and operational levels maximizing value from this practice area.

ITIL 4 Practitioner: Problem Management enables professionals to efficiently

  • 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 their organisation by using the ITIL Maturity Model

Contents

The key concepts of the Problem Management practice

  • Explain the purpose of the Problem Management practice
  • Describe the practice success factors (PSF) & key metrics of the Problem Management practice
  • Explain the key terms/concepts
    • Problem
    • Known Error
    • Problem prioritization
    • Reactive and proactive problem management
    • Workaround
    • Technical debt
    • Problem model

The processes of the Problem Management practice

  • Describe inputs and outputs of the Problem Management processes
  • Describe the key activities of the Problem Management processes
  • Know how to integrate the Problem Management practice in the organization’s value streams

The roles and competences of the practice

  • Describe the responsibilities of the key roles of the practice
    • Problem Manager
    • Problem coordinator
  • Know how to position the Problem Management practice in the organizational structure

How information and technology support and enable the Problem Management practice

  • Explain the tools application
  • Apply the recommendations on automation

The role of partners and suppliers in the Problem Management practice

  • Explain the dependencies of the Problem Management practice on third
  • Explain how partners and suppliers can support the Problem Management practice

How the ITIL capability model can be used to develop the Problem Management practice

  • Explain how capability criteria support the Problem Management practice capability development

The recommendations for the Problem Management practice success

  • Understand the recommendations for problem management success and how they are supported by the ITIL guiding principles

 

Exam

  • 30 minutes closed book exam
  • 20 multiple choice questions (each one being worth 1 mark)
  • Pass mark 13 out of 20 or 65%.
  • Candidates must have passed the ITIL4 Foundation examination or be an ITIL4 Managing Professional to attend this course.

Dates For ITIL® 4 Practitioner: Problem Management

VIRTUAL training

  • 24 October 2024
  • 14 November 2024
  • 30 January 2025
  • 22 April 2025

    • To book any of these dates, please see below.

Availability and pricing for ITIL® 4 Practitioner: Problem Management:

Please Note: Exam fees (where applicable) are included in the prices quoted.

24 October 2024 - VIRTUAL training

£600

14 November 2024 - VIRTUAL training

£600

30 January 2025 - VIRTUAL training

£600

22 April 2025 - VIRTUAL training

£600