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.
Delegates will learn how to
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
Frequently asked questions
How can I create an account on myQA.com?
There are a number of ways to create an account. If you are a self-funder, simply select the "Create account" option on the login page.
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If you have the booking number you can also go here and select the "I have a booking number" option. Enter the booking reference and your surname. If the details match, you will be taken to the "Create account" page from where you can enter your details and confirm your account.
Find more answers to frequently asked questions in our FAQs: Bookings & Cancellations page.
How do QA’s virtual classroom courses work?
Our virtual classroom courses allow you to access award-winning classroom training, without leaving your home or office. Our learning professionals are specially trained on how to interact with remote attendees and our remote labs ensure all participants can take part in hands-on exercises wherever they are.
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How do QA’s online courses work?
QA online courses, also commonly known as distance learning courses or elearning courses, take the form of interactive software designed for individual learning, but you will also have access to full support from our subject-matter experts for the duration of your course.
Once you have purchased the Online course and have completed your registration, you will receive the necessary details to enable you to immediately access it through our e-learning platform and you can start to learn straight away, from any compatible device. Access to the online learning platform is valid for one year from the booking date.
All courses are built around case studies and presented in an engaging format, which includes storytelling elements, video, audio and humour. Every case study is supported by sample documents and a collection of Knowledge Nuggets that provide more in-depth detail on the wider processes.
When will I receive my joining instructions?
Joining instructions for QA courses are sent two weeks prior to the course start date, or immediately if the booking is confirmed within this timeframe. For course bookings made via QA but delivered by a third-party supplier, joining instructions are sent to attendees prior to the training course, but timescales vary depending on each supplier’s terms. Read more FAQs.
When will I receive my certificate?
Certificates of Achievement are issued at the end the course, either as a hard copy or via email. Read more here.