ITIL® 4 Practitioner: Problem Management eLearning

Module Titles and learning outcomes:

Module 0: Welcome to ITIL 4 Problem Management Practice, Duration: 55 m

Module zero introduces you to the course main features, learning plan, aims and objectives, and structure. It also offers a syllabus, a diagram and tables pack, a further reading and links document and links to download essential copies of the framework publications. It also contains some of the most frequently asked questions about ITIL 4 Problem Management Practice.

Module 1: Key concepts, Duration: 1 h

Module 1 explains the purpose and some key terms and concepts of the problem management practice. It then explains the practice success factors (PSFs) and the key metrics of the problem management practice.

Module 2: Processes and people, Duration: 1 h

Module 2 begins by describing the four problem management practice processes: proactive problem identification, reactive problem identification, problem control and error control. It describes the inputs, outputs and key activities of the processes and how to integrate the problem management practice in the organization’s value streams. The module goes on to describe the organizations and people involved in the practice. It describes the responsibilities of the key roles and how to position the problem management practice in the organizational structure.

Module 3: Enabling the practice, Duration: 1 h

Module 3 completes the content for this course with a description of further concepts that enable the problem management practice. We start by explaining automation and tooling, and providing recommendations for the automation of problem management. The module goes on to discuss partners and suppliers, explaining the dependencies of the practice on third parties and how partners and suppliers can support the practice. Capability is the next topic to be covered, with an explanation of how capability criteria support the practice capability development. The module ends with recommendations for problem management practice success and how they’re supported by the ITIL guiding principles.

Module 4: The practice exams, Duration: 1 h 5 m

Module 4 contains two practice tests provided by PeopleCert.

Module 5: ITIL 4 Problem Management Practice wrap-up, Duration: 5 m

Module 5 provides information on booking the exam and other courses of interest.

ITIL® 4 Practitioner: Problem Management exam:

• This is a multiple-choice ‘Objective Test Question’ (OTQ) exam consisting of 20 questions
• There is a time limit of 30 minutes to complete the exam
• The exam is closed book, with only the provided materials being permitted for use
• The pass mark for the exam is 65%
• In countries where English is a second language, the time allocated for the exam is extended to 75 minutes

What is included?

• Course guide
• Diagram pack
• Full transcript
• Comprehension checks
• Two practice exams
• Exam voucher

The ITIL 4 Practitioner: Problem Management online course on this page is provided by Good e-Learning, an Accredited Training Organisation of PeopleCert. Tieturi promotes this course for Good e-Learning. ITIL is a registered trade mark of PeopleCert group. Used under licence from PeopleCert. All rights reserved.

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.