Practical Application of Problem Management

Overview

This two-day course is part of QA’s Practical Application series, designed to help learners apply ITIL practices in real environments. This course focuses exclusively on Problem Management: how organisations can detect, analyse, resolve, and prevent problems. It provides insights, tools, and techniques to support or improve Problem Management practices in a variety of organisational settings.

Prerequisites

An ITIL® 4 Foundation certificate is preferred, though a basic understanding of ITIL is also sufficient.

Target audience

This course is suitable for anyone with an interest or responsibility in Problem Management or its related activities within their organisation, regardless of role.

Objectives

Participants will learn to:

• Understand the core concepts of Problem Management
• Use ITIL practice materials to support Problem Management within their organisation
• Acquire practical tools and assets that can be applied in their environment
• Begin or enhance the implementation of Problem Management
• Develop foundational expertise in Problem Management
• Share and explore best practices with peers

Outline

What’s the vision

• Vision to metrics trail
• Purpose, objectives, and RACI for Problem Management
• The three phases of Problem Management

Where are we now

• Current problem models (if present)
• Incident volumes and correlations
• Resource utilisation
• Stakeholders and identification
• Problem control and error control

Where do we want to be

• Defining major incidents, problems, and known errors
• Building the business case for Problem Management
• Improvement planning
• SMART targets and resource considerations
• Problem models

How do we get there

• Role competencies
• Problem Management techniques (e.g. Cynefin)
• Authority for problem resolution
• KPIs, CSFs, PSFs
• Stakeholder and communication planning

Take action

• Planning improvement initiatives
• Defining roles and responsibilities
• Observing and monitoring progression
• Managing interfaces with other practices

Did we get there

• Dashboards and reporting
• Benefits realisation
• Reviewing problem records and known error databases
• Evaluating value streams, baselines, and performance

How to keep the momentum going

• Planning next cycles of improvement
• Considering new technologies and emerging problems
• Evolving value streams for Problem Management
• Assessing maturity across all four ITIL dimensions

Exams and assessments

This course does not include formal assessments. Shape

Hands-on learning

Learners will engage in:

• Scenario based group work reflecting each stage of the improvement cycle
• Use of practical tools (mapping, techniques, dashboards)
• Exercises on stakeholder communications, interfaces, and improvement planning
• Peer review and discussion of proposed solutions and process designs
• Reflection and alignment of course concepts to participants’ organisational context