ITIL 4 Practitioner: Problem Management
Receive practical guidance on the processes and activities of Problem Management, including their roles in the service value chain.
What will you learn?
* Key concepts
Understand the purpose and key concepts of Problem Management, including its role in identifying and managing the root causes of incidents to prevent recurrence.
* Practice success factors
Learn about practice success factors (PSF) and key practice metrics, essential for evaluating the effectiveness of Problem Management and driving continual improvement.
* Practice Processes
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.
* Roles and Competencies
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.
* Information and Technology
See how Information and Technology can support and enable Problem Management, providing tools and data for efficient problem identification, analysis, and resolution.
* Partners and Suppliers
Explore the role of partners and suppliers in Problem Management, and learn how to collaborate effectively to enhance problem-solving capabilities and resource availability.
* The ITIL Capability Model
Discover how the ITIL capability model supports the development of Problem Management capabilities, ensuring alignment with industry best practices and organisational goals.
* Practice Success
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.
