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IT Problem Management Masterclass Training Course

How To Get Started With Problem Management


Problem Management is not rocket science. It is relatively simple and can have a huge impact on an organisation but if it is not done correctly the results will likely be insignificant. This 1-day investment in your time and energy by attending our IT Problem Management Masterclass will bring awards now and in the future.

Problem Management is a process more often talked about than followed…

Our IT Problem Management Masterclass is flexible for different levels of expertise, from novice practitioners up to experienced specialists.

Please Note

You can book this course and hold it in credit until you have decided on a specific course date. Alternatively, please view our other course dates.
Exam Not Included
1 Day
£245Excl. VAT

Course Syllabus

During the day, the course will review:

  • How to get started with Problem Management
  • Understanding the customer and user perspective
  • The importance of an effective Incident Management process
  • The importance of the Service Desk in Problem Management
  • Winning hearts and minds of problem resolvers
  • The Problem Management process down to activity level
  • The difference between Reactive and Proactive activities
  • Process interfaces and interdependencies
  • Techniques and methods we can use effectively
  • Roles and responsibilities
  • The technology that underpins and supports the process
  • An implementation roadmap
  • The importance of Metrics, KPIs and Reporting
  • How to communicate the benefits of Problem Management
  • Ongoing continual service improvement
  • Current and future challenges
  • Learning Outcomes

    Establishing an effective Problem Management process will mean that you can push forward more effectively with proactive processes such as Availability Management.

    Who Should Attend

    If you want to get a better understanding of the Problem Management process, then this is the course for you. Ideal if you are currently working in, or are wishing to move to this area.

    What's Included

    Course manual and hand-outs provided

    Entry-Level Requirements

    Not applicable

    Recommended Reading

    None required

    Exam Information

    Not applicable

    Exam Type

    No Exam


    Not applicable

    What's Next

    Why not consider the ITIL® Foundation course as your next step, or if you already hold this qualification, consider undertaking one of the Lifecycle intermediate courses that is applicable to your current role.

    Additional Information

    An excellent one-day summary of the Problem Management area.

    IT Problem Management Masterclass Course Dates

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