ITIL 4 Problem Mgmt study guide
ITIL 4 Problem Mgmt · Work through your exam, one topic at a time.
The ITIL 4 Practitioner: Problem Management certification is one of the ITIL 4 practice-level qualifications published by PeopleCert. It is aimed at IT practitioners who identify, analyse and resolve problems - the underlying causes of incidents - and who want to work credibly within an ITIL 4 service management environment. Typical candidates include problem managers and problem analysts, incident and service desk staff moving into problem work, technical specialists who lead root cause investigations, and service management consultants or managers who need to govern the practice. The exam assesses whether you can apply the practice's concepts and principles in context, run its processes and activities, understand the roles and organizational structures that make the practice work, and select appropriate tools, methods and techniques such as root cause analysis and workarounds. The ITIL 4 Problem Mgmt study guide has 4 sections and about 1,366 words.
01Problem Management Concepts and Principles
This domain tests whether you can define problem management in ITIL 4 terms and distinguish a problem, an incident, a known error and a workaround. The practice purpose is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
369 words, about 2 min02Problem Management Processes and Activities
This domain tests the end-to-end problem management process and the activities that turn a problem record into reduced risk. ITIL 4 describes three repeating phases: problem identification, problem control and error control.
334 words, about 2 min03Problem Management Roles, Responsibilities and Organizational Structure
This domain tests who does what in problem management and how the practice is organised. ITIL 4 uses practice roles rather than prescribing a single departmental structure.
331 words, about 2 min04Problem Management Tools, Methods and Techniques
This domain tests the tooling and analysis techniques that make problem management evidence-based. A problem record in an ITSM tool should hold symptoms, affected services and CIs, priority, investigation notes, workaround, root cause, known error status, linked incidents and changes, and closure details.
332 words, about 2 min