ITIL® 2011 Edition OSA: Introduction to Problem Management

Employees from companies that provide or rely upon IT services; individuals looking to enhance their career prospects by pursuing the ITIL® Intermediate qualification Operational Support and Analysis certificate, a high-profile and highly regarded IT business certification.

ITIL Foundation Certificate in IT Service Management

Expected Duration
180 minutes

Problems will inevitably crop up at some point while managing your IT Service Life Cycle. Usually, they are first noticed when the incidents they cause are detected. Proper Problem Management aims to eliminate recurring incidents by addressing the root problem causing them, through efficient detection, investigation, diagnosis, and resolution practices.

This course covers the purpose and scope of Problem Management, its value to the organization, and specifically the value and use of problem models in Problem Management. This course also provides a detailed view of the Problem Management process, including using tools like Ishikawa diagrams and Pareto Analysis, to investigate and diagnose specific problems.
This course will assist the learner in preparing for the ITIL® Operational Support and Analysis certificate and is aligned with the ITIL® Intermediate syllabus.


ITIL® is a registered trade mark of AXELOS Limited.


The Objectives and Scope of Problem Management

  • recognize the objectives of Problem Management
  • identify the scope of Problem Management
  • distinguish between Problem Management and Incident Management
  • recognize how Problem Management benefits organizations
  • specify what information is included in the Problem Model
  • assess a Service Desk’s approach to Problem Management

The Problem Management Process

  • distinguish between Proactive Problem Management and Reactive Problem Management
  • recognize the initial steps of the Problem Management Process, given a scenario
  • recognize which problem investigation and diagnosis technique to use, given an example
  • identify the steps in a Pareto Analysis
  • recognize alternatives to problem resolution
  • recognize the procedure for positive problem resolution
  • identify post-problem resolution procedures
  • examine the Problem Management process for a given scenario
  • resolve Problem Management issues for a given scenario





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