Understand the purpose and key concepts of Problem Management, including its role in identifying and managing the root causes of incidents to prevent recurrence.
Practice success factors
Learn about practice success factors (PSF) and key practice metrics, essential for evaluating the effectiveness of Problem Management and driving continual improvement.
Practice processes
Explore Problem Management processes, including key activities, and discover how to integrate them into your organisation's value stream to enhance service stability and performance.
Roles and competencies
Focus on key roles within Problem Management, and understand how to position the practice effectively within your organisation. Develop the necessary competencies for proactive problem resolution.
Information and technology
See how Information and Technology can support and enable Problem Management, providing tools and data for efficient problem identification, analysis, and resolution.
Partners and suppliers
Explore the role of partners and suppliers in Problem Management, and learn how to collaborate effectively to enhance problem-solving capabilities and resource availability.
The ITIL Capability model
Discover how the ITIL capability model supports the development of Problem Management capabilities, ensuring alignment with industry best practices and organisational goals.
Practice success
Learn strategies for succeeding with Problem Management, and understand how it is supported by the ITIL guiding principles to achieve effective problem resolution and service improvement.
What skills will you acquire?
Service design
Learn how to design products and services that are fit for purpose and use, that can be delivered by the organisation and its ecosystem.
Problem management
Learn how to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors.
AI and automation
Ensure that applications and IT systems meet stakeholder needs, and product features are released on time, within budget and to a high standard of quality.
Popular among professionals who have advanced to roles such as:
IT Specialist: Operations
IT Manager: Operations
IT Service Manager
Data Analyst
Data Scientist
Network Engineer
Network Administrator
Solutions Architect
Trusted by companies worldwide
ITIL 4 is the world's most used IT Service Management framework, adopted by industry-leading brands around the world. Embrace its principles to unlock new career opportunities.
eLearning
Discover our ITIL 4 Practitioner: Problem Management
Interactive
Self-paced
Device-friendly
2-3 hours content
Mobile-optimised
Practical exercises
Summary
Bite-sized learning modules
Make the best of our eLearning option through concise, easily digestible sessions. Perfect for busy schedules, these bite-sized modules make learning both manageable and enjoyable.
Interactive & engaging content
Dive into an interactive environment filled with multimedia elements, quizzes and activities that make your journey through the course engaging and enriching.
Self-directed learning
Take charge of your education. This self-directed learning format lets you choose your focus areas, enabling you to tailor your educational journey to your personal goals.
Learn at your own speed
Take advantage of closed captioning and adjustable player settings to pace yourself and enjoy an effective learning experience.
Progress tracking
Stay on top of your learning with real-time progress tracking. Knowledge checks help deepen your understanding and ensure that you grasp the material as you progress.
Structured learning objectives
Each module includes a detailed learning checklist that takes you through the course structure and ensures you cover all key topics.
Embedded ITIL 4 glossary
Access the Official ITIL 4 glossary anytime, as it has been included into the course. This handy resource is a valuable tool for quick reference and to deepen your knowledge of ITIL 4 terminology.
Canvas integration
Delivered via the Canvas Learning Management System, this course offers a user-friendly learning experience
Learning Resource Kit
Expertly crafted content
Course materials were created by the same experts who developed the textbooks and exams for each certification programme, ensuring that the content is accurate, comprehensive and directly aligned with requirements.
01
Up-to-date and reliable
You can trust that all your study materials are always current and in sync with the official exams, guaranteed.
02
Accessible learning
The materials are easily accessible through Canvas, our online learning management system, and you can download and keep the resources for future reference, even after passing your exams.
03
Diverse learning resources
Designed for self-directed independent study, our Learning Resource Kit supports a range of learning preferences through workbooks for in-depth study, official books and quick reference guides.
04
Exam
20 questions
Multiple choice
30 minutes
Closed book
Minimum required score to pass: 65%
The exam is available in:
Chinese
English
French
German
Italian
Japanese
Polish
Portuguese (Brazilian)
Spanish
Exam essentials
Official eBook
This guide is a valuable exam preparation resource which will be your go to reference for your work, further studies or professional development.
Interactive eLearning
Immerse yourself into our exciting interactive experience and learn through quizzes and tests. Track your progress, stay engaged and ensure that every step of your learning journey is both enjoyable and effective.
Exam retake
Take your exams stress-free, knowing that you'll get a second chance at the exam if you don't get a satisfactory result on your first try.
Learning Resource Kit
Learn with the Official ITIL 4 Practitioner: Problem Management Training Materials, which include a detailed Learner Workbook and Quick Reference Guide to support exam preparation and continuous learning.
Official Mock Exam
Closely aligned with the official certification exam, these practice tests are an invaluable tool to boost your confidence. Mock exams replicate the actual test environment, provide a realistic and engaging experience and increase your prospects of success in the real exam.
Keep your certification current
Stay Up to Date with PeopleCert Membership
Becoming a PeopleCert Plus member is the simplest way to keep your certification(s) current. Remain certified by logging Continuous Professional Development points for everyday professional activities, stay up to date on industry trends, sharpen your skills, and set yourself apart on the job market.
Make the Best of our Complete Product Suites
You also have the option to keep your certifications current by enrolling in a different course from the same Product Suite and successfully completing the given exam before your renewal date. Dive into our wealth of resources, including insights into emerging trends and best practices, to build expertise and stay ahead.
Renewal every 3 years
60
CPD points needed for renewal
Upgrade to PeopleCert Plus today to upskill, excel, and progress in your career.
Rescheduling an exam up to 48 hours before its start time is free. Rescheduling at a later stage is subject to additional charges.
A fee of USD 60 / EUR70 / GBP 60 / AUD 85 / JPY 6815 (depending on country/currency, plus tax where applicable) will be charged for rescheduling from 48h up to 4h before the exam.
After that time, a fee of USD 120 / EUR 135 / GBP 115 / AUD 170 / JPY 13635 applies.
