SMLearn® Problem Management Foundation Courses

The objective of the course is to provide the knowledge and the necessary competencies for an effective and efficient Problem management. In fact, it teaches how to prevent problems that can degenerate into disservices, how to avoid recurrence of disservices and how to minimise the business impact in case of disservicec. In this way, significant benefits can be obtained for the business (reduction of disservices) and for IT (greater effectiveness and efficiency in the resolution of malfunctions).

With reference to the SFIA framework of competencies, the objective of the course is to contribute to the achievement of competencies of level 4/5 in the knowledge area of Problem Management (PBMG).

IT Professionals in charge of Problem analysis and evaluation (Problem Management).

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

40% of the hours of the course is dedicated to practical exercises.

• It is recommended to have obtained the ITIL Foundation certification (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.