ITIL® 4 Practitioner: Problem Management

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

«The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying the actual and potential causes of incidents and managing workarounds and known errors.»

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 organisation by using the ITIL Maturity Model.

Audience:

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

Prerequisite:

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
• Certification

Other relevant courses