Video Title
Length
1.0: Problem Management Practice
3 min
1.1: Introduction to Problem Management
1 min
2 min
1.4: Incidents v Problems
6 min
1.5: Practice Success Factors
10 min
1.6: PSF Key Metrics
2 min
1.7: Key Concepts
4 min
1.8: Discussion - Workarounds and Systemic Solutions
17 min
1.9: Problem Models
4 min
1.10: Recap: Key Learning Points
2 min
1.11: Time for a Quiz
2 min
2.0: Value Streams and Processes
1 min
2.1: Practices, Processes, and Value Streams
2 min
2.2: The Problem Management Processes
1 min
2.3: Proactive Problem Identification
11 min
2.4: Problem Control
5 min
2.5: Error Control
9 min
2.6: Problem Management in the Incident Resolution Value Stream
2 min
2.7: Analyzing a Service Value Stream
4 min
2.8: Recap: Key Learning Points
1 min
2.9: Time for a Quiz
2 min
3.0: Organizations and People
1 min
3.1: Competencies and Roles
6 min
3.2: Problem Management in an Organization Structure
4 min
3.3: Recap: Key Learning Points
1 min
3.4: Time for a Quiz
4 min
4.0: Information and Technology
1 min
4.1: Problem Management Automation
7 min
4.2: Recap: Key Learning Points
1 min
4.3: Time for a Quiz
3 min
5.0: Partners and Suppliers
1 min
5.1: Partners and Suppliers
3 min
5.2: Recap: Key Learning Points
1 min
5.3: Time for a Quiz
3 min
6.0: Problem Management Capability Development
1 min
6.1: The ITIL Maturity Model
7 min
6.2: Assessing the Problem Management Practice
6 min
6.3: Developing the Problem Management Practice
8 min
6.4: Recap: Key Learning Points
1 min
6.5: Time for a Quiz
4 min
Total:
2 hrs 36 mins
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Meet Your Instructor
Get Your Course Materials
Course Materials
When you purchase this course you will receive access to these materials.
- Candidate Syllabus
- How to Use Your Sample Exams
- Sample Exam 1
- Sample Exam 2
- Student Guide
- Accessing Your PeopleCert eBooks
- PeopleCert Online Exam Instructions for PC and Mac
- PeopleCert Complaint Policy
- PeopleCert Membership CPD Guide
- How to Activate Your PeopleCert Plus Membership
Course Links
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These links are activated when you purchase this course.
- Course Survey
Course Transcript
Transcript
This course comes with a Transcript that tracks your progress. You can use your transcript to view and monitor your progress and when you complete the course, you can print or email the transcript.
Letter of Course Attendance
Letter of Course Attendance
You will be awarded a Letter of Course Attendance when you finish this course. You will be able to print or email the Letter of Attendance and share your accomplishment with everyone.
How to Take Your Exam
How to Take Your Exam
This Certification is provided by PeopleCert. This course qualifies students to for ITIL Recertification. When you take and complete this course and pass the exam, all your previous ITIL Certifications will be recertified for 3-years. You can recertify at anytime. Even if your ITIL Certifications have lapsed. All PeopleCert exams are provided online. This Certification is provided by PeopleCert. All PeopleCert exams are provided online.
Exam Overview
- The Problem Managment exam is a closed book exam
- It is 30 minutes in duration
- There are 20 multiple choice questions
- Passing score is 65% or 13 out of 20 correct answers
- This exam is available to be taken in English
Receiving Your Official PeopleCert Certification Exam
When you purchase the exam or course & exam package, we order your Exam Voucher Code from PeopleCert. This is a manual process. You will receive your Exam Voucher Code via email from passport@peoplecert.org within 24 hours of placing your order Monday to Friday. Please check your SPAM folder and the email address you provided to us if you haven't received the email within this time. The Exam Voucher Code is valid for 12 months.
How to Prepare to Pass Your Exam
Alll GogoTraining courses come with a Training Plan to help you master the material and prepare for your exam. In addition, you will receive 2 AXELOS approved Sample Exams to test your knowledge, the official course syllabus, the official AXELOS Problem Management Publication (Digital Copy) and PeopleCert Course Support Materials. Upon completing the course you will receive a Letter of Attendance from GogoTraining. In order to receive the designation of ITIL Foundation Certified you will need to take and pass the PeopleCert ITIL 4 Foundation Exam.
How to Take an Online Proctored PeopleCert Exam
In order to take your exam you will need the following System Requirements:
- Windows® 11, Windows® 11S Windows® 10, Windows® 10S or macOS High Sierra (10.13) onwards
- Dual-core 2.4GHz CPU or faster with 4GB of RAM (minimum)
- Microsoft Edge, Google Chrome, Opera or Safari browser is installed (Latest version recommended). Other browsers are not compatible with our Web Based Exam Driver
- Active Full-Time/Broadband internet connection of at least 4Mbps
- 16-bit monitor (at least 15”) with screen resolution 1024 x 768 or higher
- Keyboard and mouse or another pointing device (keyboard to be set to English characters)
- A web camera (the web camera can be embedded in your computer or be external to the computer). Make sure you can rotate the web camera through a 360-degree rotation as you will be asked to do this on your exam day. Mobile phones cannot be used to take your exam or be used as a substitute for the web camera
- Speakers and microphone (Headsets are only allowed during exam onboarding)
For complete details, download the PeopleCert Online Exam Instructions under the Get Your Course Materials tab.
How to Upload Your Letter of Course Attendance on PeopleCert.org
Candidates may upload their Letter of Attendance through the Upload a Certificate option under the Certifications & Memberships tab of their PeopleCert account.
Exam Extension
PeopleCert allows students to extend their exam 6 months for a fee. Exam extensions must be purchased prior to the expiration date of your exam. If you need an extension, Click Here, and let us know. PeopleCert does not allow students to extend Take2 exam retakes.
PeopleCert Recertification Process
Starting 2023, all PeopleCert Global Best Practice certifications will need to be renewed after 3 years. You only need 1 new ITIL course/certification to renew all your ITIL certifications. The Practice Manager 1-day courses offer the most cost effective method to recertify and gain new skills.
PeopleCert Complaints Policy
This document sets out our complaints policy and procedure and is written for our:
- Accredited/Approved Organisations (AOs), our partners;
- trainees on courses at one of our partners;
- candidates in our PeopleCert business and IT exams; and
- all interested parties who receive a direct or indirect service from us related to our business and IT qualifications.
This document covers complaints that candidates, AOs or any interested parties may wish to make in relation to:
- PeopleCert partners;
- the exams and associated services offered by PeopleCert.
Please find the detailed policy here.
For assistance from GogoTraining please Contact Us.
GogoTraining Support Policy
If you have any questions or concerns about your course, please Contact Us.
Ask the Instructor a Question
QA Forum
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When you purchase this course you will be able to use the QA Forum and have direct access to the instructor.
Course Description
Are you tired of dealing with the same issues over and over again? Is your IT department constantly “fighting fires” that could have been prevented?
In the world of IT Service Management, Problem Management is the practice that manages underlying issues and defects that cause service outages. Imagine finding simple ways of preventing outages before they occur, and then solving them without the pressure of frustrated managers and users following your every move.
ITIL defines a “Problem” as the underlying cause of one or more incidents. Problem Management works to minimize effects of incidents before they happen and by preventing them from happening again. It does so by creating a process to identify, prioritize and systematically resolve underlying issues.
In this module you will receive practical guidance on the processes and activities of the Problem Management practice and how it effects:
- The Service Value Chain
- The organization
- The people involved in the practice
- Information and technology that supports the practice
- Considerations for partners and suppliers
If you currently work in or manage your Problem Management organization or want to gain the skills and knowledge required to be hire into the Problem Management organization, then this course is for you.
In This Course You Will Learn:
The ITIL 4 Practitioner: Problem Management practice module is for IT professionals who want to validate their skills and receive their Problem Management Certification. By completing this course and gaining your ITIL 4 Practitioner: Problem Management Certification you will be able to:
- Increase reliability of IT services
- Reduce losses and costs caused by IT service unavailability or degradation
- Fulfil service quality targets
- Reduce technical debt
- Anticipate utilization of IT support resources
- Measure, assess and develop the Incident Management practice capability in your organisation by using the ITIL Maturity Model.
Prerequisites
In order to take this course, you must hold the ITIL 4 Foundation Certification or the ITIL 4 Managing Professional Transition Certification. In order to sit for the exam, you must complete this course and receive the official Letter of Attendance for this course.
Outline
1.0: Problem Management Practice
- 1.1: Introduction to Problem Management
- 1.2: What is a Problem?
- 1.3: Benefits of the Problem Management Practice
- 1.4: Incidents v Problems
- 1.5: Practice Success Factors
- 1.6: PSF Key Metrics
- 1.7: Key Concepts
- 1.8: Discussion - Workarounds and Systemic Solutions
- 1.9: Problem Models
- 1.10: Recap: Key Learning Points
- 1.11: Time for a Quiz
2.0: Value Streams and Processes
- 2.1: Practices, Processes, and Value Streams
- 2.2: The Problem Management Processes
- 2.3: Proactive Problem Identification
- 2.4: Problem Control
- 2.5: Error Control
- 2.6: Problem Management in the Incident Resolution Value Stream
- 2.7: Analyzing a Service Value Stream
- 2.8: Recap: Key Learning Points
- 2.9: Time for a Quiz
3.0: Organizations and People
- 3.1: Competencies and Roles
- 3.2: Problem Management in an Organization Structure
- 3.3: Recap: Key Learning Points
- 3.4: Time for a Quiz
4.0: Information and Technology
- 4.1: Problem Management Automation
- 4.2: Recap: Key Learning Points
- 4.3: Time for a Quiz
5.0: Partners and Suppliers
- 5.1: Partners and Suppliers
- 5.2: Recap: Key Learning Points
- 5.3: Time for a Quiz
6.0: Problem Management Capability Development
- 6.1: The ITIL Maturity Model
- 6.2: Assessing the Problem Management Practice
- 6.3: Developing the Problem Management Practice
- 6.4: Recap: Key Learning Points
- 6.5: Time for a Quiz
7.0: What's Next
- 7.1: Continuing Your Journey
Certification
This Certification is provided by PeopleCert. This course qualifies students to for ITIL Recertification. When you take and complete this course and pass the exam, all your previous ITIL Certifications will be recertified for 3-years. You can recertify at anytime. Even if your ITIL Certifications have lapsed. All PeopleCert exams are provided online. This Certification is provided by PeopleCert. All PeopleCert exams are provided online.
Exam Overview
- The Problem Managment exam is a closed book exam
- It is 30 minutes in duration
- There are 20 multiple choice questions
- Passing score is 65% or 13 out of 20 correct answers
- This exam is available to be taken in English
Receiving Your Official PeopleCert Certification Exam
When you purchase the exam or course & exam package, we order your Exam Voucher Code from PeopleCert. This is a manual process. You will receive your Exam Voucher Code via email from passport@peoplecert.org within 24 hours of placing your order Monday to Friday. Please check your SPAM folder and the email address you provided to us if you haven't received the email within this time. The Exam Voucher Code is valid for 12 months.
How to Prepare to Pass Your Exam
Alll GogoTraining courses come with a Training Plan to help you master the material and prepare for your exam. In addition, you will receive 2 AXELOS approved Sample Exams to test your knowledge, the official course syllabus, the official AXELOS Problem Management Publication (Digital Copy) and PeopleCert Course Support Materials. Upon completing the course you will receive a Letter of Attendance from GogoTraining. In order to receive the designation of ITIL Foundation Certified you will need to take and pass the PeopleCert ITIL 4 Foundation Exam.
How to Take an Online Proctored PeopleCert Exam
In order to take your exam you will need the following System Requirements:
- Windows® 11, Windows® 11S Windows® 10, Windows® 10S or macOS High Sierra (10.13) onwards
- Dual-core 2.4GHz CPU or faster with 4GB of RAM (minimum)
- Microsoft Edge, Google Chrome, Opera or Safari browser is installed (Latest version recommended). Other browsers are not compatible with our Web Based Exam Driver
- Active Full-Time/Broadband internet connection of at least 4Mbps
- 16-bit monitor (at least 15”) with screen resolution 1024 x 768 or higher
- Keyboard and mouse or another pointing device (keyboard to be set to English characters)
- A web camera (the web camera can be embedded in your computer or be external to the computer). Make sure you can rotate the web camera through a 360-degree rotation as you will be asked to do this on your exam day. Mobile phones cannot be used to take your exam or be used as a substitute for the web camera
- Speakers and microphone (Headsets are only allowed during exam onboarding)
For complete details, download the PeopleCert Online Exam Instructions under the Get Your Course Materials tab.
How to Upload Your Letter of Course Attendance on PeopleCert.org
Candidates may upload their Letter of Attendance through the Upload a Certificate option under the Certifications & Memberships tab of their PeopleCert account.
Exam Extension
PeopleCert allows students to extend their exam 6 months for a fee. Exam extensions must be purchased prior to the expiration date of your exam. If you need an extension, Click Here, and let us know. PeopleCert does not allow students to extend Take2 exam retakes.
PeopleCert Recertification Process
Starting 2023, all PeopleCert Global Best Practice certifications will need to be renewed after 3 years. You only need 1 new ITIL course/certification to renew all your ITIL certifications. The Practice Manager 1-day courses offer the most cost effective method to recertify and gain new skills.
PeopleCert Complaints Policy
This document sets out our complaints policy and procedure and is written for our:
- Accredited/Approved Organisations (AOs), our partners;
- trainees on courses at one of our partners;
- candidates in our PeopleCert business and IT exams; and
- all interested parties who receive a direct or indirect service from us related to our business and IT qualifications.
This document covers complaints that candidates, AOs or any interested parties may wish to make in relation to:
- PeopleCert partners;
- the exams and associated services offered by PeopleCert.
Please find the detailed policy here.
For assistance from GogoTraining please Contact Us.
GogoTraining Support Policy
If you have any questions or concerns about your course, please Contact Us.
How can we help? Customer Service is standing by to get you pricing and answer your questions.