Building Your Problem Management Capability
Problem Management can reduce the likelihood and impact of incidents by identifying their underlying causes, managing workarounds and addressing recurring weaknesses. Despite this potential, many organisations struggle to establish it as an effective and valued capability.
Attention is often concentrated on restoring service through Incident Management, while the longer-term work needed to prevent recurrence receives less support. Responsibilities may be unclear, management commitment can fade, problems may be closed without sufficient challenge and teams can focus on assumed causes before the available evidence has been properly examined.
This practical workshop looks beyond process guidance to explore the organisational, cultural and operational conditions required for effective Problem Management. Participants will consider how the practice connects with Incident Management, Major Incident Management, Risk Management and technical work, before identifying the structures, responsibilities, governance and measures needed to strengthen their organisation’s capability.
By the end of this course, you will be able to:
Explain how effective Problem Management can improve service reliability, reduce recurring disruption and support wider organisational objectives.
Understand the relationships between Problem Management, Incident Management, Major Incident Management, Risk Management, technical debt and other related activities.
Identify the organisational, cultural and operational factors that prevent Problem Management from becoming an effective shared capability.
Determine the roles, governance, skills, working practices and measures needed to establish, demonstrate and continually improve Problem Management.
The Strategic Role of Problem Management
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Why Problem Management should be treated as an organisational capability
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Its contribution to service reliability, risk reduction and customer outcomes
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Aligning Problem Management with organisational and service objectives
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Moving beyond a reactive or process-only approach
Concepts and Interfaces
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Problems, causes, workarounds and known errors
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Reactive and proactive Problem Management
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The relationship with Incident Management and Major Incident Management
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Risk Management and technical debt
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The involvement of technical teams and other stakeholders
Why Problem Management Struggles
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Unclear roles and shared responsibilities
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Excessive dependence on the Problem Manager or a specialist team
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Weak management commitment and governance
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Poor organisational structures and competing priorities
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Limited problem-solving capability
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Closing problems without sufficiently understanding the cause
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Difficulty demonstrating business and customer value
Building an Effective Capability
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Defining appropriate roles and responsibilities
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Establishing governance and decision-making authority
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Developing problem-solving knowledge and skills
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Using tools and information effectively
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Creating practical and proportionate ways of working
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Encouraging shared ownership across teams
Demonstrating and Improving Value
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Connecting Problem Management activity with meaningful outcomes
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Selecting useful measures rather than relying on activity counts
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Communicating achievements to stakeholders
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Reviewing the effectiveness of the organisation’s capability
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Identifying priorities for continual improvement
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Supporting continuing professional development for relevant roles
There are no formal prerequisites. Some experience of IT service delivery, support or management will help participants relate the workshop discussions to their own organisation.
This workshop is suitable for people responsible for managing, supporting or improving IT services, including IT managers, service managers, technical managers, Service Desk managers, Problem Managers and Incident Managers.
It will also benefit practice owners and other stakeholders who contribute to problem identification, investigation, prioritisation, resolution or improvement.
Workshop • Live Online Workshop
A live online practical workshop led by one of our consultant-trainers. The session is built around exercises, group discussion and your own organisation’s situation rather than exam preparation, so you leave with ideas you can put to work straight away. Joining instructions and any supporting materials required in advance will be provided before the session. There is no examination.
How it works
Frequently Asked Questions
No. This is a practical SYSOP workshop rather than an accredited examination course. It draws upon established IT service management guidance but concentrates on applying Problem Management effectively within an organisation.
Yes. It can help participants examine why an existing approach is not producing the expected results and identify improvements to responsibilities, governance, problem-solving capability, measurement and stakeholder engagement.
Yes. The workshop is designed for organisational delivery and can incorporate your current challenges, working practices and priorities. The precise scope can be agreed before delivery.
The workshop examines the importance of effective problem-solving and the risks of reaching conclusions without sufficient evidence. Its principal focus is building the wider organisational capability within which appropriate investigation techniques can be applied successfully.
Enhance Your Organisation workshops are practical, facilitator-led sessions designed to help teams address specific service management challenges. Rather than following an examination syllabus, each workshop combines relevant best-practice guidance with discussion, exercises and your organisation’s own circumstances. The aim is to develop shared understanding, identify practical improvements and help participants apply what they learn in the workplace.
The price includes live virtual tuition and the items shown in the booking sidebar. Any supporting materials required in advance will be provided before the session. There is no examination.
Yes. We can deliver private workshops for your team, either at your premises or through a dedicated live virtual session. Contact us with the number of delegates and your preferred dates, and we will provide a tailored quotation.
Cancellations and transfers are subject to our booking terms. Please see our Terms and Conditions for the applicable notice periods, charges and other important information.
Group discounts may be available when two or more delegates book the same workshop. Please contact us for a quotation.
Where scheduled dates are available, select your preferred date and click “Book Now”. If dates are shown as “Dates on request”, contact us on 01706 361110 or at to discuss availability or a workshop for your team.
Course Dates & Pricing
for Building Your Problem Management Capability
Need different dates or an in-house course? We can arrange bespoke sessions for your team. Contact us to discuss your requirements →
Trusted by IT professionals
"Adam did a fantastic job presenting over three days. His positive energy and knowledge made the course a really great experience and helped me take on board the information being shared."
"I'd like to thank Sysop for another great course. (Service Operation) John (Allder) did an excellent job in delivery and I look forward to the next one (although I'll wait to see my exam result before booking anything!) The exam was tougher than I'd expected but fingers crossed I've come through it! "
"I have thoroughly enjoyed the [PRINCE2] training and course facilities. I am very satisfied with the way the course has been delivered and would recommend to colleagues."