Define and Implement Problem Management

Define and Implement Problem Management

Course provider: Global Knowledge
Training delivery: by ITIL Expert – Optimal Connections, LLC
Certificate:  of Course Completion
Duration:  3 days
Language:  English
Delivery options:  Onsite or virtual – live instructor led


In this Define and Implement Problem Management Workshop course, participants will practice designing and implementing the ITIL® Problem Management process. Learn to identify problems, conduct a root cause analysis, and establish criteria for escalation and management of problems. Discover best practices in the use and communication of Problem Management tools and techniques. Gain skills and techniques that you can apply to your own organization to establish Problem Management best practices.

Download the Define and Impl Problem Mgt – Fact Sheet


The Define and Implement Problem Management course fundamentally targets the following roles:

  • Anyone responsible or involved in an ITIL® Problem Management implementation
  • Problem Managers or anyone managing or supervising groups responsible for root cause analysis
  • IT Managers
  • ITIL® Practitioners

Learning Objectives

At the end of this course, participants will be able to:

  • Develop your own ITIL®-based Problem Management process
  • Understand Critical Success Factors
  • Learn techniques for managing problems and determining their root cause
  • Work in a group or a team to handle complex problems
  • Better understand the role the Service Desk and Incident Management and their influence on in Problem Management


None, although a familiarity with IT service delivery will be beneficial.

Course Materials:

The ITIL ® 4 Foundation course includes the following course components for participants:

  • Course Book (eBook or printed)
  • Class handouts – assignments
  • Presentation quiz and sample answers
  • Helpful handouts, templates, ITIL diagrams

Course Agenda

Day 1 Day 2 Day 3

Part 1 – The Practice of Service Management

Part 3 – Continued Problem Management – Triggers,Inputs and Outputs
Part 2 – Key Principles and Ongoing Considerations Practical Assignments

Part 3 – Continued

Part 4 – Implementing Problem Management
Part 3 – The Problem Management Process Proactive Problem Management Part 4 – Continued
End of day Ongoing activities

Practical Assignments

Practical Assignments
Wrap-up, end of program

Exam Information

  • There is no certification exam provided with this course

Course Specific Delivery Information


  • There are no formal prerequisites.

 Course Delivery Requirements

  • For online virtual delivery, the student must have a suitably equipped laptop, or pc, with a web cam, audio support, and a high-speed internet connection
  • For onsite courses, acceptable facilities must be made available

Pricing and Ordering Information:

  • Product Code: ITIL 8088
  • Note this is a Global Knowledge course, with delivery from Optimal Connections, LLC
  • Pricing is based per student, with a class size of 10 – 15 (exceptions require a special quote)
  • To request more information on pricing or to order, contact us by calling 1-949-305-3544. Or, you mail email us at

Relevant trademarks

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The ITIL Accredited Training Organization logo is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.