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About Course Information
Resolve root causes and prevent recurring incidents with confidence
The Learning Curve
The ITIL® 4 Practitioner: Problem Management Course is part of the ITIL® 4 Practice Manager stream and focuses on identifying and resolving the underlying causes of incidents. This training equips professionals with the methods and tools to analyse, manage, and eliminate problems that impact service quality and stability.
Through instructor-led sessions, delegates will explore the complete problem management lifecycle, including proactive and reactive approaches, root cause analysis, and error control. The course integrates collaboration techniques with incident, change, and risk management to support seamless service operations.
We provide comprehensive support during the exam process to make the experience as simple as possible. This exam can be taken at a suitable time, subject to availability, online, anywhere.
Live Training
Training by Accredited ITIL® Experts
Practical Case Studies & Scenarios
Official ITIL® Exam Voucher
Digital Course Materials & Resources
Interactive Learning Portal
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
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
Module 5: Role of Partners and Suppliers in the Practice
Dependencies of the Practice on Third Parties
Module 6: How the ITIL® Capability Model Can Be Used to Develop the Practice
How do Capability Criteria Support the Practice Capability Development?
Module 7: Recommendations for the Practice Success
Recommendations for Problem Management Success
How are they supported by the ITIL® Guiding Principles?
Understand the purpose, scope, and key concepts of Problem Management within the ITIL® 4 framework
Identify and manage the root causes of incidents to prevent recurrence and minimise impact
Learn to categorise and prioritise problems based on business risk and service disruption
Apply structured techniques such as Root Cause Analysis (RCA) and Problem Models
Develop skills to maintain a Known Error Database (KEDB) for efficient resolution
Course Highlights
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Duration: 1 Days
Corporate Training
Empower your teams with ITIL® 4 Training aligned to your business goals. Enhance performance, drive efficiency, and scale IT capabilities across your organisation.
Upcoming Batches
Inverness(1 Days)
Mon 29 Dec 2025
Mon 29 Dec 2025
Swansea(1 Days)
Mon 29 Dec 2025
Mon 29 Dec 2025
Wrexham(1 Days)
Mon 29 Dec 2025
Mon 29 Dec 2025
No schedules available.
Inverness( 1 days)
Mon 29 Dec 2025
Mon 29 Dec 2025
Swansea( 1 days)
Mon 29 Dec 2025
Mon 29 Dec 2025
Wrexham( 1 days)
Mon 29 Dec 2025
Mon 29 Dec 2025
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What’s Included
Learn the basics of ITIL® and how to apply and adapt it to your business Learn the basics of ITIL® and how to apply and adapt it to your businessLearn the basics of ITIL® and how t
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Expert Instructor Support
A dedicated instructor will be assigned throughout the training, to guide for any issues.
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A more convenient way of learning from any location with extra comfort.
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Frequently Asked Questions?
This course focuses on equipping delegates with practical skills to identify, analyse, and manage problems that cause recurring incidents, thereby improving service reliability and reducing disruptions.
Ideal for Problem Managers, IT Operations staff, Incident Managers, and anyone responsible for investigating root causes and maintaining long-term service stability.
To attend this ITIL® 4 Practitioner: Problem Management
Training, candidates should possess a basic understanding of ITIL® 4 principles
and preferably have completed the ITIL® 4 Foundation Certification.
Topics include problem detection, logging and prioritisation, RCA
techniques, workarounds, Known Error Records, collaboration, and integration
with incident and change management.
Yes, the course includes the official ITIL® 4 Practitioner: Problem
Management exam. It is typically taken online after the training, based on
delegate readiness and availability.
Yes, accredited by PeopleCert and recognised worldwide across
industries, the certification enhances credibility in managing IT service
stability and improvement.
You will gain skills to identify and resolve root causes, reduce
incident recurrence, improve service uptime, and enhance operational efficiency
and customer satisfaction.
Problem Management is one of 15 practice modules within the ITIL® 4
Practice Manager track. Completing five practices and CDS earns the ITIL® 4
Practice Manager designation.
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