E-Learning: ITIL® 4 Practitioner: Problem Management E-Learning with Exam (E-ITIL4P-MSF-PM-GEL)

The ITIL 4 Practitioner: Problem Management practice module is for IT professionals who want to ensure that errors in the live environment are identified, analysed, and, where required and possible, removed or fixed.

Benefits for service providers include:

• Increased reliability of IT services
• Reduced losses and costs caused by IT service unavailability or degradation
• Fulfilment of the service quality targets
• Reduced technical debt
• More even and predictable utilization of IT support resources

Who is this course aimed at?

• Anyone working in IT Operations
• IT Service Managers
• Product Managers

ITIL® 4 Practitioner: Problem Management exam:

• This is a multiple-choice ‘Objective Test Question’ (OTQ) exam consisting of 20 questions
• There is a time limit of 30 minutes to complete the exam
• The exam is closed book, with only the provided materials being permitted for use
• The pass mark for the exam is 65%
• In countries where English is a second language, the time allocated for the exam is extended to 37.5 minutes

What is included?

• Course guide
• Diagram pack
• Full transcript
• Comprehension checks
• Two practice exams

• Key concepts of the Practice
• Practice Success factors
• Practice processes
• Key roles and competencies in the Practice
• The role of technology and automation in the Practice
• The role of Partners and Suppliers in the Practice
• The ITIL capability model

Module 0: Welcome to ITIL 4 Problem Management Practice

Duration: 55m

Module zero introduces you to the course main features, learning plan, aims and objectives, and structure.
It also offers a syllabus, a diagram and tables pack, a further reading and links document and links to download essential copies of the framework publications. It also contains some of the most frequently asked questions about ITIL 4 Problem Management Practice.

Module 1: Key concepts

Duration: 1h
Module 1 explains the purpose and some key terms and concepts of the problem management practice. It then explains the practice success factors (PSFs) and the key metrics of the problem management practice.

Module 2: Processes and people

Duration: 1h

Module 2 begins by describing the four problem management practice processes: proactive problem identification, reactive problem identification, problem control and error control. It describes the inputs, outputs and key activities of the processes and how to integrate the problem management practice in the organization’s value streams.
The module goes on to describe the organizations and people involved in the practice. It describes the responsibilities of the key roles and how to position the problem management practice in the organizational structure.

Module 3: Enabling the practice

Duration: 1h

Module 3 completes the content for this course with a description of further concepts that enable the problem management practice.

We start by explaining automation and tooling, and providing recommendations for the automation of problem management.
The module goes on to discuss partners and suppliers, explaining the dependencies of the practice on third parties and how partners and suppliers can support the practice.
Capability is the next topic to be covered, with an explanation of how capability criteria support the practice capability development.
The module ends with recommendations for problem management practice success and how they’re supported by the ITIL guiding principles.

Module 4: The practice exams

Duration: 1h 5m

Module 4 contains two practice tests provided by PeopleCert.

Module 5: ITIL 4 Problem Management Practice wrap-up

Duration: 5m

Module 5 provides information on booking the exam and other courses of interest.