IT Service Management
ITIL 4 Practitioner: Problem Management
This practical course helps professionals master problem management, root cause analysis, known errors, workaround control, and continual improvement. The program connects key concepts, real use cases, risks, tools, and operational decisions so participants can apply the learning in their work environment. It can be tailored to the organization’s sector, internal systems, participant maturity, and performance objectives.
Objectives
- Understand the concepts, challenges, and use cases related to problem management, root cause analysis, known errors, workaround control, and continual improvement.
- Identify the data, systems, processes, and stakeholders required for effective implementation.
- Assess risks, limitations, governance requirements, and practical control points.
- Use methods, tools, and templates to structure analysis and decision-making.
- Translate learning into action plans, recommendations, and measurable improvement opportunities.
- Adapt the approach to the operating context, team maturity, and business objectives.
Target audience
- ITSM managers, service desk leaders, and IT operations teams
- ITIL process owners and practice owners
- Support, incident, problem, and change teams
- DevOps, SRE, and observability professionals
- IT managers responsible for service quality
Program outline
A clear structure for the learning journey.
Outline points are grouped in one designed block instead of being treated as separate module cards.
01Problem Management Purpose and Reactive vs Proactive Problems4 topics
- Foundation for Problem Management Purpose and Reactive vs Proactive Problems: application, analysis, and review points linked to the module
- Terminology and decisions in Problem Management Purpose and Reactive vs Proactive Problems: application, analysis, and review points linked to the module
- Inputs required for Problem Management Purpose and Reactive vs Proactive Problems: application, analysis, and review points linked to the module
- Typical mistakes around Problem Management Purpose and Reactive vs Proactive Problems: applied exercise and practical decision from a realistic scenario
02Problem Detection, Trend Analysis, and Recurring Incident Patterns4 topics
- Current-state mapping for Problem Detection, Trend Analysis, and Recurring Incident Patterns: application, analysis, and review points linked to the module
- Examples and scenarios involving Problem Detection, Trend Analysis, and Recurring Incident Patterns: application, analysis, and review points linked to the module
- Diagnostic questions about Problem Detection, Trend Analysis, and Recurring Incident Patterns: application, analysis, and review points linked to the module
- Evidence produced through Problem Detection, Trend Analysis, and Recurring Incident Patterns: applied exercise and practical decision from a realistic scenario
03Root Cause Analysis Methods, 5 Whys, Fishbone, and Fault Trees4 topics
- Design considerations for Root Cause Analysis Methods, 5 Whys, Fishbone, and Fault Trees: application, analysis, and review points linked to the module
- Roles and responsibilities in Root Cause Analysis Methods, 5 Whys, Fishbone, and Fault Trees: application, analysis, and review points linked to the module
- Exceptions and constraints affecting Root Cause Analysis Methods, 5 Whys, Fishbone, and Fault Trees: application, analysis, and review points linked to the module
- Quality checks for Root Cause Analysis Methods, 5 Whys, Fishbone, and Fault Trees: applied exercise and practical decision from a realistic scenario
04Known Errors, Workarounds, Knowledge, and Error Control4 topics
- Operating model for Known Errors, Workarounds, Knowledge, and Error Control: application, analysis, and review points linked to the module
- Tools and workflow steps in Known Errors, Workarounds, Knowledge, and Error Control: application, analysis, and review points linked to the module
- Handoffs and approvals around Known Errors, Workarounds, Knowledge, and Error Control: application, analysis, and review points linked to the module
- Escalation points in Known Errors, Workarounds, Knowledge, and Error Control: applied exercise and practical decision from a realistic scenario
05Problem Prioritization, Risk, Technical Debt, and Backlog4 topics
- Performance measures for Problem Prioritization, Risk, Technical Debt, and Backlog: application, analysis, and review points linked to the module
- Review routines after Problem Prioritization, Risk, Technical Debt, and Backlog: application, analysis, and review points linked to the module
- Improvement actions for Problem Prioritization, Risk, Technical Debt, and Backlog: application, analysis, and review points linked to the module
- Sustaining discipline around Problem Prioritization, Risk, Technical Debt, and Backlog: applied exercise and practical decision from a realistic scenario
06Cross-Team Investigation, Supplier Support, and Governance4 topics
- Advanced scenarios in Cross-Team Investigation, Supplier Support, and Governance: application, analysis, and review points linked to the module
- Failure patterns seen in Cross-Team Investigation, Supplier Support, and Governance: application, analysis, and review points linked to the module
- Coordination challenges during Cross-Team Investigation, Supplier Support, and Governance: application, analysis, and review points linked to the module
- Recovery actions for Cross-Team Investigation, Supplier Support, and Governance: applied exercise and practical decision from a realistic scenario
07Problem Metrics, Elimination Value, and Continual Improvement4 topics
- Governance requirements for Problem Metrics, Elimination Value, and Continual Improvement: application, analysis, and review points linked to the module
- Data quality checks in Problem Metrics, Elimination Value, and Continual Improvement: application, analysis, and review points linked to the module
- Risk controls related to Problem Metrics, Elimination Value, and Continual Improvement: application, analysis, and review points linked to the module
- Value measures for Problem Metrics, Elimination Value, and Continual Improvement: applied exercise and practical decision from a realistic scenario
08RCA Case Study Workshop4 topics
- Implementation planning for RCA Case Study Workshop: application, analysis, and review points linked to the module
- Readiness questions before RCA Case Study Workshop: application, analysis, and review points linked to the module
- Pilot design for RCA Case Study Workshop: application, analysis, and review points linked to the module
- Lessons learned after RCA Case Study Workshop: applied exercise and practical decision from a realistic scenario
Materials provided
- ○ Slides used during the sessions
- ○ Group activities and practical exercises
- ○ Worksheets, checklists, and templates
- ○ Case studies relevant to the course
- ○ 4D Certificate of Completion issued by 4D Training & Consultancy
- ○ Post-course support for technical queries and guidance
Training Options
Programs can be delivered in-house, online, or in a blended format depending on your team's schedule, location, and learning objectives. When an external certificate or exam is included, certification rules and fees remain under the relevant awarding body's policies, while 4D provides the training and preparation support.
Why choose 4D
4D Training & Consultancy designs technical and professional programs around the client’s operating reality. The course can be adapted to sector requirements, internal systems, team capability, practical use cases, and the level of depth required by the audience.
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