Key concepts of the practice
Processes of the practice
Roles and competencies of the practice
How information and technology enable the practice
Role of partners and suppliers in the practice
How the ITIL capability model can be used to develop the practice
How the guiding principles support the practice
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.
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)
20 multiple choice questions
1 mark for each correct answer
Passing score: 13/20 marks - 65%