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E-learning hossza:
E-learning nyelve:
8 tanóra
Angol
E-learning díja:
705 500 Ft + Áfa

ITIL® 4 Problem Management is a practice that focuses on identifying and resolving the root causes of IT service problems to minimise disruptions.

The ITIL® 4 Practitioner: Problem Management Training Course is beneficial not only for individuals directly engaged in Problem Management activities but also for a broad spectrum of professionals in the IT and business sectors who wish to enhance their understanding of effective IT Service Management.

A few of the professionals who will benefit from this course are:

  • Problem Managers and Teams
  • Service Desk Agents and Managers
  • IT Service Managers
  • IT Operations Managers
  • IT Consultants
  • Incident Managers
  • IT Professionals
  • Business Managers

ITIL® 4 Foundation Certification is a pre-requisite for studying ITIL® 4 Practitioner: Problem Management Course.

The ITIL® 4 Practitioner: Problem Management Training is a specialised course designed to equip IT professionals with the knowledge and skills necessary to effectively manage problems within an IT service environment. Problem management plays a crucial role in identifying the root causes of incidents, preventing their recurrence, and minimising their impact on business operations.

 

IT managers, problem managers, incident managers, service desk analysts, and anyone involved in IT service management should prioritise participating in the ITIL® 4 Practitioner: Problem Management Training. This course is particularly relevant for professionals seeking to enhance their understanding of problem management principles, processes, and best practices to improve service reliability and minimise business disruptions.The 1-day ITIL® 4 Practitioner: Problem Management Training Course provides delegates with comprehensive knowledge and practical skills in ITIL® 4 Problem Management practices. During this ITIL Certification Training, they will learn essential concepts such as problem identification, root cause analysis, proactive prevention, and effective problem resolution techniques.

Course Objectives

  • To understand the importance of problem management in IT service management
  • To learn problem management principles, processes, and best practices
  • To develop skills in identifying, classifying, and prioritising problems
  • To conduct thorough problem investigations to identify root causes
  • To implement corrective actions to prevent problem recurrence
  • To empower IT professionals to drive continual improvement through effective problem management practices

Upon completion of the ITIL® 4 Practitioner: Problem Management Training, participants will be equipped with the knowledge, skills, and confidence needed to effectively manage problems within their IT service environment. They will be better prepared to identify and address the root causes of incidents, minimise service disruptions, and improve service reliability, ultimately enhancing customer satisfaction and business performance.

 

You will learn about problem identification, root cause analysis, proactive prevention strategies, incident impact reduction, problem logging, and implementing permanent fixes or workarounds.



Course Outline

Module 1: Key Concepts of the Practice

  • Purpose of the Practice
  • Practice Success Factors (PSF) & Key Metrics of the Practice
  • Key Terms and Concepts
  1. Problem
  2. Known Error
  3. Problem Prioritisation
  4. Reactive and Proactive Problem Management
  5. Workaround
  6. Technical Debt
  7. 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
  1. Problem Manager
  2. 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 they are supported by the ITIL® Guiding Principles?

The ITIL® 4 Practitioner: Problem Management Exam assesses participants understanding of the ITIL® 4 principles and practices related to problem management. This certification focuses on effectively identifying, managing, and preventing incidents to minimise business impact and improve service quality.

  • Type of Questions: Multiple Choice
  • Total Questions: 20
  • Number of marks: 20 Marks
  • Pass mark: 65%, or 13/20 Marks
  • Duration: 30 Minutes

 

Starting 2023, all PeopleCert Global Best Practice certifications will need to be renewed after 3 years.

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