ITIL® 4 Practitioner: Problem Management

• Fundamental Concepts of the Practice
• Success Factors of the Practice
• Processes within the Practice
• Essential Roles and Competencies in the Practice
• The Impact of Technology and Automation on the Practice
• The Contribution of Partners and Suppliers to the Practice
• The ITIL Capability Model

• Good e-Learning stands out as an award-winning provider of online training and has been independently certified as a ‘Market Leader’ for ITIL training by Course Conductor 
• The ITIL Practice Manager syllabus provides a modern and comprehensive perspective on IT service management, making ITIL qualifications highly sought after by employers in the IT sector 
• The course has been developed with insights from leading experts, including authors of various ITIL 4 publications 
• Students of Good e-Learning benefit from free exam vouchers, covering the costs of the exam (terms and conditions apply). 
• This ITIL® 4 Practitioner: Problem Management course is accredited by PeopleCert.

Module 0: Welcome to ITIL 4 Problem Management Practice 

This module provides an orientation to the course, outlining the main features, learning plan, aims, objectives, and structure. It includes a syllabus, diagrams, tables pack, further reading materials, and links for downloading essential framework publications. It also addresses frequently asked questions about the ITIL 4 Problem Management Practice, setting a solid foundation for the upcoming modules. 

Module 1: Key concepts 

Focuses on the fundamental terms and concepts essential to problem management. This includes detailing the purpose of problem management and explaining critical Practice Success Factors (PSFs) and key metrics that help measure the effectiveness of problem management practices within an organisation. 

Module 2: Processes and people 

Delves into the four core problem management processes: proactive problem identification, reactive problem identification, problem control, and error control. It explains the inputs, outputs, and key activities for each process and discusses how to integrate these processes into the organisation’s value streams. Additionally, this module covers the organisational roles involved in problem management, detailing their responsibilities and how these roles fit within the broader organisational structure. 

Module 3: Enabling the practice 

Completes the content delivery by introducing additional concepts that support problem management. The module starts with an exploration of automation and tooling, offering recommendations for enhancing problem management through technology. It then discusses the role of partners and suppliers, including how external entities influence problem management and support the practice. The module concludes with a discussion on capability development, explaining how capability criteria aid in enhancing the problem management practice, supported by ITIL guiding principles. 

Module 4: The practice exams 

Contains two practice exams provided by PeopleCert, designed to simulate the conditions of the actual certification exam. These practice tests help consolidate learning and prepare candidates for the certification assessment by testing their knowledge and understanding of the course material. 

Module 5: ITIL 4 Problem Management Practice wrap-up 

Provides essential information on how to book the certification exam and highlights additional courses that may be of interest. This final module is aimed at ensuring participants are well-prepared for certification and further learning opportunities within the ITIL framework.

This course is structured to ensure students are well-prepared to pass the ITIL 4 Practitioner: Problem Management examination successfully.

Included in the course is a complimentary exam voucher.

Before scheduling your exam, it's crucial to verify that your device meets the necessary technical specifications. For detailed instructions and additional information, please consult the PeopleCert website.

Exam voucher requests are generally processed within two working days, although it may take up to five days. Ensure to request your exam voucher during the course access period, which begins on the date of purchase. For more details, refer to the GEL Support & FAQs page.

ITIL 4 Practitioner: Problem Management Exam

• Format: Multiple-choice

• Number of Questions: 20

• Duration: 30 minutes (extended to 37.5 minutes in countries where English is a second language)

• Exam Conditions: Closed book, only materials provided during the exam may be used.

• Passing Mark: 65%

What is ITSM?

ITSM, or IT Service Management, involves applying policies, procedures, and best practices to optimise IT services for both clients and employees, enhancing efficiency and satisfaction.

What is ITIL 4?

ITIL 4 represents the latest evolution of ITIL, the globally recognised framework for ITSM. It provides a comprehensive set of best practices that guide IT-powered organisations in designing, developing, and continuously improving their IT services.

What does ITIL stand for?

Originally, ITIL stood for 'Information Technology Infrastructure Library.' However, as the framework has evolved with frequent updates, it is no longer considered a static 'library.' Currently, ITIL doesn’t stand for anything but continues to be a leading model for IT service optimisation.

What does the ITIL certification path look like?

The ITIL certification journey begins with the 'ITIL Foundation'. After achieving this, individuals can advance through 'Practice Manager,' 'Managing Professional,' or 'Strategic Leader' streams. Mastery of all streams enables one to qualify as an ‘ITIL Master.’ Additionally, there are four ITIL extension modules for those focusing on specific ITSM areas, which are not part of the main ITIL pathway.

How much is ITIL certification worth?

ITIL certification can significantly enhance a professional's earning potential. According to Payscale, certified ITIL practitioners can earn between $51,000 and over $259,000 annually, varying by experience, role, and certification level.

How does ITIL work?

ITIL equips users with best practices for developing efficient IT services, fostering a culture of continuous improvement. This ensures services remain aligned with business objectives, optimises resources, and facilitates ongoing enhancements.

How can ITIL benefit businesses?

ITIL 4 helps organisations optimise IT practices, supports continuous quality improvement, and remains adaptable to integrate with other methodologies like DevOps. Its forward-looking approach ensures it remains relevant as technological and best practice standards evolve.

Who are PeopleCert?

PeopleCert is a prominent accrediting body that owns and oversees several best practice frameworks, including ITIL 4, PRINCE2, MSP, PRINCE2 Agile, and AgileSHIFT.

What other frameworks can complement ITIL?

ITIL 4 seamlessly integrates with other frameworks such as Agile, DevOps, Lean, and PRINCE2, enhancing its adaptability and applicability across various organisational contexts.