Persistent service issues demand structured resolution strategies. This course builds participants’ capabilities in root cause analysis, problem control, and error mitigation aligned with ITIL Problem Management principles. They will develop practical workflows to manage the lifecycle of known errors and recurring incidents.
Learning Outcomes:
Identify and analyse underlying causes of incidents
Apply structured approaches to problem control
Develop workflows for error detection and correction
Evaluate effectiveness using incident trends and metrics
Key Topics:
Problem detection and problem control practices
Root cause analysis techniques
Known error records and workaround strategies
Continuous improvement in incident resolution
Exam Details
This course is designed to build participants’ understanding of key concepts and domains covered in the ITIL® 4 Practitioner: Problem Management certification.
The course includes the ITIL® 4 Practitioner: Problem Management certification exam bundled with the course fee. Participants will receive an exam voucher for a webcam-proctored online examination conducted via the PeopleCert platform.
| Exam duration | 30 minutes |
| Number of questions | 20 |
| Question format | Multiple choice |
| Pass mark | 65% |
| Open book | No |
| Delivery format | Webcam-proctored online exam |
To maximise success, participants are strongly encouraged to complement the course with additional self-study, revision of course materials, and dedicated practice before attempting the exam.
ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.
Module 1 | Introduction to problem management
1.1 Explain the purpose of the practice
1.2 Describe the PSFs and key metrics of the practice
1.3 Explain the key terms/concepts
Module 2 | Value streams and processes
2.1 Describe inputs and outputs of the processes
2.2 Describe the key activities of the processes
2.3 Know how to integrate the practice in the organisation’s value streams
Module 3 | Organisations and people
3.1 Describe the responsibilities of the key roles of the practice
a) Problem manager
b) Problem coordinator
3.2 Know how to position the practice in the organisational structure
Module 4 | Information and technology
4.1 Describe which technologies have high dependence on automation tools
4.2 Use the key tools required to automate the practice
Module 5 | Partners and suppliers
5.1 Explain the dependencies of the practice on third parties
5.2 Explain how partners and suppliers can support the practice
Module 6 | Problem management capability development
6.1 Understand how the ITIL capability model can be used to develop the practice
6.2 Understand how ITIL guiding principles help to develop the practice
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