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.
Program outline
Outline points are grouped in one designed block instead of being treated as separate module cards.
Module 1: Problem Management Purpose and Reactive vs Proactive Problems
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
Module 2: Problem Detection, Trend Analysis, and Recurring Incident Patterns
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
Module 3: Root Cause Analysis Methods, 5 Whys, Fishbone, and Fault Trees
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
Module 4: Known Errors, Workarounds, Knowledge, and Error Control
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
Module 5: Problem Prioritization, Risk, Technical Debt, and Backlog
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
Module 6: Cross-Team Investigation, Supplier Support, and Governance
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
Module 7: Problem Metrics, Elimination Value, and Continual Improvement
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
Module 8: RCA Case Study Workshop
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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