Problem Management ITSM ServiceNow

Name: Problem Management ITSM ServiceNow
Rating: 4.6 (20 reviews)

Problem Managment, ITSM, ServiceNow

Created bySawan Dongre

Last updated 3/2025

English

What you'll learn

Root Cause Analysis (RCA): Develop the ability to identify and analyze the underlying causes of recurring incidents, ensuring long-term issue resolution
Proactive Problem Prevention: Learn to implement measures that reduce the likelihood of future incidents, improving system stability.
Effective Problem Resolution: Enhance skills in coordinating solutions, minimizing business impact, and optimizing resources.
Continuous Improvement: Gain expertise in tracking, reviewing, and refining problem management processes to drive operational efficiency.

Course content

1 section • 30 lectures • 1h 56m total length

Introduction2:18
Introduction of Problem Management3:02
Definition & purpose of Problem Management3:04
Difference Between Incidents & Problems2:54
Importance & Benefits of Problem Management3:51
Relation of Problem Management With Incident, Change & Config4:24
Problem Management Life Cycle4:45
Detect problems from incidents, alerts, or user feedback. Log, diagnose, implement workarounds, resolve root causes, close the problem, and review for improvement.
Difference Between Proactive Problem & Reactive Problem3:04
Problem Identification2:12
Sources of Problems4:06
Categorizing Problems4:30
Root Cause Triggers4:55
Fundamentals of RCA4:35
Master root cause analysis to define problems, collect data, identify and analyze causes with five whys or fishbone, implement solutions, and monitor results to prevent recurrence in ITSM.
Common RCA Technique5:45
Real World Case Studies of RCA3:51
Corrective Actions & Fixing the Problems3:42
Differentiate corrective actions from fixing the problem in problem management, focusing on root causes to prevent recurrence and restore services quickly.
Preventive Actions & Preventive Reoccurrence2:54
18. Documenting Tracking Actions & Creating Action Plans & Timeliness3:19
Problem Logging & Categorization3:12
Problem Prioritization4:29
Investigation & Diagnosis4:01
Resolution & Closure2:55
Proactive Problem Management3:02
Tools for Proactive Monitoring, Predictive analytics and AI-ML4:18
Explore proactive monitoring, predictive analytics, and AI ML to manage IT systems and business operations, with examples from Nagios, IBM SPSS, TensorFlow, PyTorch, SolarWinds, and Azure ML.
Trend Analysis & Risk Assessment4:34
KPI For Problem Management3:43
Common Challenges in Problem Managment3:52
Identify and address common problem management challenges—lack of resources, incomplete root cause analysis, poor communication, and prioritization issues—by using automation, thorough analysis, cross-team collaboration, and an impact-urgency prioritization framework.
Mock RCA Session5:25
Problem Management Summary5:11
Interview Questions4:53

Requirements

No Perequisites

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