ITIL® 4 Extension module - Problem Management:"Turning problems into opportunities, one fix at a time"

Driving IT excellence by solving problems at their root with ITIL's problem management.

ITIL Problem Management is a practice within the IT Infrastructure Library (ITIL) framework that aims to identify and resolve the root causes of incidents, thus preventing recurrence and minimizing the impact on IT services. It involves proactive analysis, investigation, and resolution of underlying issues to prevent them from escalating into larger problems.

ITIL® 4 Extension Module Problem Management Training and Certification Program

ITIL Problem Management is a structured approach to identifying and addressing the root causes of incidents within an IT service environment. It aims to prevent incidents from recurring by addressing underlying issues.

ITIL certification is an essential requirement for professionals who need to learn how to manage and reduce business liabilities before they become a fatality.

  • Globally recognized certification.
  • 2,500,000+ professionals.
  • Service management.
  • 18 languages.
  • 150+ countries.

Holders of the ITIL 4 Problem Management certification, will be able to demonstrate their knowledge and understanding of:

  • The key concepts of the practice.
  • The processes of the practice.
  • The roles and competences of the practice.
  • How information and technology support and enable the practice.
  • The role of partners and suppliers in the practice.
  • How the ITIL capability model can be used to develop the Practise.
  • The recommendations for the practice success.

Our Training Modalities

Be part of a global class

Our Instructor led live online classes gives you the flexibility to attend your classes from anywhere across the world. This gives you the opportunity to learn from the experiences of participants from different cultures and counties, thereby enhancing your skills and knowledge vastly.

Join our public batches with participants from your location

Our public batches enable you to have direct contact with our instructors in a conference room along with participants from other organisations as well.

Customised course for your organisation

We can plan out a complete program for your entire team in a customised course to help you reap the benefits in your day to day working.

Tight schedules does not need to stop your learning.

Struggling to find time for learning. Not anymore. Use our eLearning platform to gain access to our courses and to plan your learning, anyday, anytime, anywhere.

Testimonials

Real Stories, Real Results

john Smith

IT Manager

Implementing ITIL Problem Management has been transformative for our organization. We've seen a significant reduction in recurring incidents, leading to increased system uptime and enhanced user satisfaction.

Jane Doe

Senior IT Analyst

Before adopting ITIL Problem Management, our IT department was constantly firefighting the same issues. ITIL has given us the framework to proactively address problems and prevent them from recurring. The process improvements have led to a more stable IT environment and have allowed us to focus on strategic initiatives rather than just operational tasks.

Mike Brown

Director of IT

The biggest benefit we've seen from ITIL Problem Management is the reduction in downtime. By identifying and addressing root causes, we have significantly minimized the impact of incidents on our business operations. Our customers and employees have noticed the improvement, and it has strengthened their trust in our IT services.

Linda Green

Chief Information Officer

ITIL Problem Management has been a game-changer for us. It has provided a clear, structured method for handling problems, leading to faster resolution times and fewer repeat incidents. The detailed documentation and reporting also help us track progress and demonstrate the value of ITIL to our stakeholders.

Tom White

IT Service Manager

Since implementing ITIL Problem Management, our service desk has been able to resolve issues more efficiently and effectively. The collaboration between different IT teams has improved, and we've developed a culture of continuous improvement. The knowledge gained from problem investigations is invaluable and has been instrumental in enhancing our overall IT service delivery

Training Options

Online Instructor Led training

  • 3 days of online instructor led training
  • Weekend sessions
  • Access to our eLearning for 365 days
  • 2 practice papers
  • 24/7 assistance to solve queries
  • Free access to our refresher sessions
  • Exam Voucher Included

Corporate Training

  • 3 days of direct / online instructor led training
  • Customised Programs
  • Access to our eLearning for 365 days
  • 2 practice papers
  • 24/7 assistance to solve queries
  • Free access to our refresher sessions
  • Exam Voucher Included

Who is this course for?

Service Delivery Managers

IT Managers

Support Teams

System Administrators

Project Management Office (PMO)

System Analysts

Operations Managers

Database Administrators

Service Delivery Professionals

Frequently Asked Questions

How does ITIL Problem Management differ from Incident Management?

Incident Management focuses on restoring normal service operation as quickly as possible after an interruption. Problem Management, on the other hand, aims to find and eliminate the root cause of incidents to prevent recurrence. While Incident Management deals with immediate fixes, Problem Management seeks long-term solutions.

What are the key activities in ITIL Problem Management?

Key activities include problem detection, logging, categorization, prioritization, investigation and diagnosis, resolution, and closure. It also involves maintaining a known error database and conducting proactive problem management to identify potential issues before they cause incidents.

What is a Known Error Database (KEDB)?

A Known Error Database (KEDB) is a repository that contains information about known problems and their documented workarounds or permanent solutions. It is a valuable resource for the IT support team, helping them quickly resolve incidents by referring to existing knowledge.

How does Problem Management improve service quality?

By addressing root causes and preventing recurring incidents, Problem Management improves service reliability and availability. This leads to fewer disruptions, higher user satisfaction, and more efficient use of IT resources, ultimately enhancing overall service quality.

What tools are commonly used in ITIL Problem Management?

Common tools include IT Service Management (ITSM) software like ServiceNow, BMC Remedy, and Jira Service Management. These tools help track and manage problems, document known errors, facilitate collaboration, and provide reporting and analytics capabilities.

Contact Us

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