Problem Management ITSM ServiceNow , Problem Managment, ITSM, ServiceNow.
Course Description
Problem Management Course Description
This Problem Management course is designed to equip IT professionals with the skills and knowledge needed to effectively identify, analyze, and resolve recurring IT issues. It follows IT Service Management (ITSM) best practices, ensuring that organizations can minimize business disruptions and enhance service stability.
The course covers both Reactive and Proactive Problem Management, helping learners understand how to investigate incidents, perform Root Cause Analysis (RCA), and implement corrective and preventive actions. Participants will gain hands-on knowledge of structured approaches like 5 Whys, Fishbone Diagram, and Kepner-Tregoe Methodology to analyze problems efficiently.
You will learn how to differentiate between Incidents and Problems, correlate recurring issues, and apply problem-solving frameworks to improve IT service performance. The course also emphasizes effective problem communication, ensuring that key stakeholders are informed and aligned on resolution strategies.
Additionally, this course delves into the Problem Management Lifecycle, including logging problems, categorization, prioritization, impact assessment, and trend analysis. By implementing continuous improvement practices, learners will be able to prevent future incidents and contribute to operational excellence.
By the end of the course, participants will have the confidence to manage problems efficiently, reduce incident volumes, and enhance the reliability of IT services. This course is ideal for IT professionals, Service Desk analysts, Incident Managers, and Problem Managers looking to advance their careers in ITSM and Service Operations.
Who this course is for:
- For All the Beginners
