PeopleCert ITIL® 4 Practitioner: Problem Management Certification Course Including Official Exam
 
Receive practical guidance on the processes and activities of Problem Management, including their roles in the service value chain.
 
What will you learn?
Key concepts
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.

Target Audience
IT Specialist: Operations
IT Manager: Operations
IT Service Manager
Data Analyst
Data Scientist
Network Engineer
Network Administrator
Solutions Architect

Course Prerequisites
The candidate must have passed the ITIL® 4 Foundation examination.

Test Certification
Upon passing the ITIL® 4 Practitioner: Incident Management exam, you’ll receive the official certification.

Exam Overview
Material allowed: None. This is a ‘closed book’ exam. The ITIL 4: Problem Management Practice publication should be used for study but is NOT permitted to be used in the exam.
Exam duration: 30 minutes. Candidates taking the exam in a language that is not their native or working language may be awarded 25% extra time, i.e. 38 minutes in total.
Number of marks: 20 marks. There are 20 questions, each worth 1 mark. There is no negative marking.
Pass mark: 13 marks. You need to answer 13 questions correctly (65%) to pass the exam.
Level of thinking: Bloom’s levels 2 & 3.
“Bloom’s level” describes the type of thinking needed to answer the question.
For Bloom’s 2 questions, you need to show understanding of the concepts, methods and principles of the ITIL® 4 Practitioner: Problem Management module.
For Bloom’s 3 questions, you need to demonstrate application of these concepts, methods and principles of the ITIL® 4 Practitioner: Problem Management module.
Question types: Standard, Missing word, Negative, & List. The questions are all ‘multiple choice’.
For the ‘standard’ questions, you have a question and four answer options.
‘Negative’ questions are ‘standard’ questions in which the stem is negatively worded.
For the ‘missing word’ questions, there is a sentence with a word missing and you have to select the missing word from four options.
For the ‘list’ questions, there is a list of four statements and you have to select two correct statements from the list.
 
The exam is available in:
Chinese
English
French
German
Italian
Japanese
Polish
Portuguese (Brazilian)
Spanish
 
Package Includes:
PeopleCert Official Training Materials (OTM)
ITIL® 4 Practitioner: Problem Management eBook
Sample exam papers and rationales
Official PeopleCert ITIL® 4 Practitioner: Problem Management Exam Voucher (valid for 12 months)