If Incident Management puts out fires, Problem Management asks why the building keeps catching fire in the same room. ITIL 4 defines a problem as a cause, or potential cause, of one or more incidents — a hard line between symptoms and causes. This course covers the practical toolkit investigators use to turn “this keeps happening” into a documented, trusted fix, and how to run a Known Error Database the rest of the organization actually uses.
What You’ll Learn
- The ITIL 4 definition of a problem and how it differs from an incident
- Reactive vs. proactive Problem Management and when to run each
- Root cause analysis techniques including the Five Whys and other structured methods
- How to build and govern a Known Error Database the rest of the organization actually trusts and uses
- How Problem Management interlocks with Incident and Change Enablement so fixes don’t stall
Who This Course Is For
Problem managers and analysts, senior support engineers looking to reduce repeat incidents, and ITIL 4 practitioners studying the Create, Deliver and Support practices.
Curriculum
- 1 Section
- 2 Lessons
- 10 Weeks
Expand all sectionsCollapse all sections
Instructor
$10.00
