course | ITIL® 4 Practitioner: Problem Management Training
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IT-1718 | ITIL® 4 Practitioner: Problem Management Training
Course Sector : Information Technology
| Duration | Date from | Date to | Course Venue | Course fees | Book a course |
|---|---|---|---|---|---|
| 5 Days | 2025-05-11 | 2025-05-15 | Riyadh | $4,250 | Book now |
| 5 Days | 2025-07-28 | 2025-08-01 | Abu Dhabi | $4,250 | Book now |
| 5 Days | 2025-10-20 | 2025-10-24 | London | $4,950 | Book now |
Course Introduction
The ITIL® 4 Practitioner: Problem Management Training is a specialised course designed to equip IT professionals with the knowledge and skills necessary to effectively manage problems within an IT service environment. Problem management plays a crucial role in identifying the root causes of incidents, preventing their recurrence, and minimising their impact on business operations.
IT Managers, Problem Managers, Incident Managers, Service Desk Analysts, and anyone involved in IT service management should prioritise participating in the ITIL® 4 Practitioner: Problem Management Training. This ITIL Certification course is particularly relevant for professionals seeking to enhance their understanding of problem management principles, processes, and best practices to improve service reliability and minimise business disruptions.
Course objective
- To understand the importance of problem management in IT service management
- To learn problem management principles, processes, and best practices
- To develop skills in identifying, classifying, and prioritising problems
- To conduct thorough problem investigations to identify root causes
- To implement corrective actions to prevent problem recurrence
- To empower IT professionals to drive continual improvement through effective problem management practices
Course Outline | Day 01
Module 1: Key Concepts of the Practice
- Purpose of the Practice
- Practice Success Factors (PSF) & Key Metrics of the Practice
- Key Terms and Concepts
- Problem
- Known Error
- Problem Prioritisation
- Reactive and Proactive Problem Management
- Workaround
- Technical Debt
- Problem Model
Module 2: Processes of the Practice
- Inputs and Outputs of the Processes
- Key Activities of the Processes
- Integrate the Practice into the Organisation’s Value Streams
Course Outline | Day 02
Module 3: Roles and Competencies of the Practice
- Responsibilities of the Key Roles of The Practice
- Problem Manager
- Problem Coordinator
- How to Position the Practice in the Organisational Structure?
Module 4: How Information and Technology Support and Enable the Practice
- Tools Application
- Apply the Recommendations on Automation
Course Outline | Day 03
Module 5: Role of Partners and Suppliers in the Practice
- Dependencies of the Practice on Third Parties
Course Outline | Day 04
Module 6: How the ITIL® Capability Model Can Be Used to Develop the Practice
- How do Capability Criteria Support the Practice Capability Development?
Course Outline | Day 05
Module 7: Recommendations for the Practice Success
- Recommendations for Problem Management Success
BOOST’s Professional Attendance Certificate “BPAC”
BPAC is always given to the delegates after completing the training course,and depends on their attendance of the program at a rate of no less than 80%,besides their active participation and engagement during the program sessions.
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