ITIL® 4 Practitioner: Problem Management eLearning

• IT Operations personnel 

• IT Service Managers 

• Product Managers 

• Fundamental Concepts of the Practice 

• Success Factors of the Practice 

• Processes within the Practice 

• Essential Roles and Competencies in the Practice 

• The Impact of Technology and Automation on the Practice 

• The Contribution of Partners and Suppliers to the Practice 

• The ITIL Capability Model 

Why take this course? 

• Good e-Learning stands out as an award-winning provider of online training and has been independently certified as a ‘Market Leader’ for ITIL training by Course Conductor  

• The ITIL Practice Manager syllabus provides a modern and comprehensive perspective on IT service management, making ITIL qualifications highly sought after by employers in the IT sector  

• The course has been developed with insights from leading experts, including authors of various ITIL 4 publications  

• Students of Good e-Learning benefit from free exam vouchers, covering the costs of the exam (terms and conditions apply)  

• This ITIL® 4 Practitioner: Problem Management course is accredited by PeopleCert 

Syllabus Information 

Module 0: Welcome to ITIL 4 Problem Management Practice  

This module provides an orientation to the course, outlining the main features, learning plan, aims, objectives, and structure. It includes a syllabus, diagrams, tables pack, further reading materials, and links for downloading essential framework publications. It also addresses frequently asked questions about the ITIL 4 Problem Management Practice, setting a solid foundation for the upcoming modules.  

Module 1: Key concepts  

Focuses on the fundamental terms and concepts essential to problem management. This includes detailing the purpose of problem management and explaining critical Practice Success Factors (PSFs) and key metrics that help measure the effectiveness of problem management practices within an organization.  

Module 2: Processes and people  

Delves into the four core problem management processes: proactive problem identification, reactive problem identification, problem control, and error control. It explains the inputs, outputs, and key activities for each process and discusses how to integrate these processes into the organization's value streams. Additionally, this module covers the organizational roles involved in problem management, detailing their responsibilities and how these roles fit within the broader organizational structure.  

Module 3: Enabling the practice  

Completes the content delivery by introducing additional concepts that support problem management. The module starts with an exploration of automation and tooling, offering recommendations for enhancing problem management through technology. It then discusses the role of partners and suppliers, including how external entities influence problem management and support the practice. The module concludes with a discussion on capability development, explaining how capability criteria aid in enhancing the problem management practice, supported by ITIL guiding principles.  

Module 4: The practice exams  

Contains two practice exams provided by PeopleCert, designed to simulate the conditions of the actual certification exam. These practice tests help consolidate learning and prepare candidates for the certification assessment by testing their knowledge and understanding of the course material.  

Module 5: ITIL 4 Problem Management Practice wrap-up  

Provides essential information on how to book the certification exam and highlights additional courses that may be of interest. This final module is aimed at ensuring participants are well-prepared for certification and further learning opportunities within the ITIL framework. 

The course is valid for 3 months. After your order you will receive instructions for logging-in to the training within 2-3 business days. If you would like to start later, please mention that in the ordering form.