ITIL® 4 Practitioner: Problem Management Self-Paced Online Course & Examination
The ITIL 4 Practitioner: Problem Management practice module provides practical guidance on the processes and activities of Problem Management, including their roles in the service value chain. This course 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.
Our self-paced online course provides candidates access to PeopleCert's official eLearning for 12-months. There are 3 hours of content to learn at your own pace. PeopleCert eLearning is interactive, filled with multimedia elements, quizzes and activities that make your journey through the course engaging and enriching. These materials are designed to give you the confidence to pass your examination and provide you with a great understanding of this ITIL 4 module.
This course will prepare you for the examination leading to the ITIL® 4 Practitioner: Problem Management certificate. Our eLearning bundle includes:
- PeopleCert online exam voucher
- Official ITIL publication available as an eBook
The ITIL 4 Foundation certification is the pre-requisite and must be achieved prior to starting this course.
Course Overview
This practice 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.
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 utilisation of IT support resources
Learning Outcomes
- Understand the purpose and key concepts of Problem Management, including its role in identifying and managing the root causes of incidents to prevent recurrence.
- Learn about practice success factors (PSF) and key practice metrics, essential for evaluating the effectiveness of Problem Management and driving continual improvement.
- 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.
- 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.
- See how Information and Technology can support and enable Problem Management, providing tools and data for efficient problem identification, analysis, and resolution.
- Explore the role of partners and suppliers in Problem Management and learn how to collaborate effectively to enhance problem-solving capabilities and resource availability.
- Discover how the ITIL capability model supports the development of Problem Management capabilities, ensuring alignment with industry best practices and organisational goals.
- 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.
Who should attend
IT Operations Specialists and Managers, IT Service Managers, Data Analysts, Data Scientists, Network Engineers. Network Administrators and Solutions Architects.
Prerequisites
ITIL 4 Foundation certification is a pre-requisite for this course.
Exam & Certification
This course prepares participants for the examination leading to the ITIL® 4 Practitioner: Problem Management certification.
- A 30-minute, 20 question, multiple-choice exam is administered by an independent examination body, PeopleCert.
- A passing mark of 65% is required to receive your certificate.
The exam is provided as an online examination voucher, which you will receive with your course access, via email from PeopleCert with information on how to register and schedule your exam. The examination is 30 minutes, please allow for an additional 30 minutes for set up and authentication. You will require a photo identification, quiet space, webcam, speakers and a reliable internet connection.
The exam schedule is available 24/7 so you can sit your exam at a time that suits you. Your voucher will be valid for 12 months, we do recommend you complete your examination soon after completing your course – this is when the information is fresh and relevant.
Course Material & Inclusions
Access to PeopleCerts official eLearning for 12-months. Each module includes a detailed learning checklist that takes you through the course structure and ensures you cover all key topics. PeopleCert eLearning is interactive and filled with multimedia elements, quizzes and activities that make your journey through the course engaging and enriching.
ITIL® 4 Practitioner: Problem Management online exam voucher, valid for 12-months from date of issue.
The official ITIL 4 publication available from PeopleCert is included as an eBook. This will be provided as part of your PeopleCert exam voucher.
Recent customers
An amazing instructor who explained the content very clearly and at a very good pace. This was a good balance and approach. I found the worked examples very practical and very relatable to the Defence industry sector I work in.
Really good facilitation, kept me interested and shared so many practical applications.
Gave me a better understanding of concepts, theories and tools to formalise and improve my current relationship management.
The instructor was very professional and was able to explain each area thoroughly and is available for Q&A.
Learnt a lot that we can implement or improve on in our organisation. The presenter was clear, precise and could relate difficult concepts into language and scenarios we could relate to. Everyone came away from the course feeling that had learnt something valuable.
Catholic Education, Brisbane
The examples provided by the instructor as we were covering of material, made everything make sense. This helped during the exam. Pat was fantastic and engaging. Kept everyone on their toes and ensured he took the time to explain anything we were not clear on.
BAI Communications
The instructor was great and very interactive. He made sure we understood the material and gave ample opportunity for us to ask questions. He provided great examples which tied everything in.
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