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
Applying problem management purpose and reactive vs proactive problems in the context of problem management, root cause analysis, known errors, workaround control, and continual improvement
Practical exercises, control points, deliverables, and related decisions
Module 2: Problem Detection, Trend Analysis, and Recurring Incident Patterns
Applying problem detection, trend analysis, and recurring incident patterns in the context of problem management, root cause analysis, known errors, workaround control, and continual improvement
Practical exercises, control points, deliverables, and related decisions
Module 3: Root Cause Analysis Methods, 5 Whys, Fishbone, and Fault Trees
Applying root cause analysis methods, 5 whys, fishbone, and fault trees in the context of problem management, root cause analysis, known errors, workaround control, and continual improvement
Practical exercises, control points, deliverables, and related decisions
Module 4: Known Errors, Workarounds, Knowledge, and Error Control
Applying known errors, workarounds, knowledge, and error control in the context of problem management, root cause analysis, known errors, workaround control, and continual improvement
Practical exercises, control points, deliverables, and related decisions
Module 5: Problem Prioritization, Risk, Technical Debt, and Backlog
Applying problem prioritization, risk, technical debt, and backlog in the context of problem management, root cause analysis, known errors, workaround control, and continual improvement
Practical exercises, control points, deliverables, and related decisions
Module 6: Cross-Team Investigation, Supplier Support, and Governance
Applying cross-team investigation, supplier support, and governance in the context of problem management, root cause analysis, known errors, workaround control, and continual improvement
Practical exercises, control points, deliverables, and related decisions
Module 7: Problem Metrics, Elimination Value, and Continual Improvement
Applying problem metrics, elimination value, and continual improvement in the context of problem management, root cause analysis, known errors, workaround control, and continual improvement
Practical exercises, control points, deliverables, and related decisions
Module 8: RCA Case Study Workshop
Applying rca case study workshop in the context of problem management, root cause analysis, known errors, workaround control, and continual improvement
Practical exercises, control points, deliverables, and related decisions
Materials provided
- â—‹ Slides used during the sessions
- â—‹ Group activities and practical exercises
- â—‹ Worksheets, checklists, and templates
- â—‹ Case studies relevant to the course
- â—‹ 4D Certificate of Completion issued by 4D Training & Consultancy
- â—‹ 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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