SMLearn® Problem Management Foundation Courses

The objective of the course is to provide the knowledge and the competencies necessary for effective and efficient management of IT Problems. In fact, it teaches candidates how to prevent problems that could degenerate into service disruptions and how to minimise the business impact in case of service disruptions. In this way, significant benefits can be obtained for the business (reduction of service disruptions that means improved productivity) and for IT (more effective and efficient resolution of service incidents and their prevention).

With reference to the SFIA framework of competencies, the main objective of the course is to help the candidate reaching competence level 4/5 in the knowledge area of Problem Management (PBMG).

IT Professionals in charge of the analysis and evaluation of Problems (Problem Analyst).

• What is Problem Management/Field of Application;
• The Process of Problem Management;
• Problem Solving techniques;
• Resources involved in Problem Management;
• Communication management;
• Quality management.

40% of the course is dedicated to practical exercises.

• It is recommended to be certified to ITIL Foundation level (preferably version 3);
• to be able to take the exam it is necessary to have attended an accredited course;
• further hours of personal study are also recommended in addition to the course ones;
• a minimum of two years work experience in the IT field is recommended.