Course Overview

ITIL 4 Practitioner: Problem Management certification training courses and exams based on the ITIL practice for Problem management.
Problem Management is a process within IT Service Management that focuses on identifying, analyzing, and resolving the underlying causes of recurring incidents or problems to prevent them from happening again in the future.

A Problem Manager is responsible for overseeing the Problem Management process, coordinating investigations, and implementing proactive measures to minimize the impact of problems on IT services.

  • Increase the reliability of IT services

  • Reduce losses and costs resulting from IT service unavailability or degradation

  • Fulfill service quality targets

  • Reduce technical debt

  • Anticipate the utilization of IT support resources

  • Measure, assess, and develop the capability of the Problem Management practice within their organization using the ITIL Maturity Model.

  • Oversee incident coordination within the organization or in specific domains such as region, product, or technology, based on organizational structure

  • Supervise and evaluate the performance of teams responsible for addressing and resolving incidents

  • Facilitate manual efforts associated with incidents, particularly those involving several teams

  • Guarantee adequate awareness of incidents and their status throughout the organization

  • Carry out regular incident assessments and introduce enhancements to the incident management practice, incident models, and incident handling procedures

  • Gauge, evaluate, and cultivate the Incident Management practice capacity in their organization utilizing the ITIL Maturity Model

This training course is designed to validate the skills and knowledge of professionals who aim to promote effective cross-practice collaboration and create valuable service streams. This course is relevant for the following job roles, such as Problem Manager, Incident Manager, Continuous Improvement Manager, Performance Manager, Major Incident Manager, Quality Manager.

In order to access ITIL 4 Problem Management exam, candidates must hold an ITIL 4 Foundation certificate or an ITIL 4 Managing Professional Transition certificate.

  • Duration of 30 minutes (45 minutes for candidates taking the exam in a language other than their native)

  • Closed book

  • 20 multiple choice questions

  • 1 mark for each correct answer

  • Passing score: 13/20 marks - 65%

Note: This course is inclusive of online Proctored Exam voucher. Appearing for the exam is mandatory after completing the training

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