Problem Management: Hands-On ITSM Workshop
Build practical problem management skills with live instructor-led training from Ashford Global. Our Problem Management virtual training gives ITSM professionals a structured, hands-on approach to investigating recurring issues, identifying root causes, managing known errors, and preventing future service disruptions.
Explore reactive and proactive Problem Management, root cause analysis, problem investigation techniques, known errors, workarounds, prioritization, and problem management metrics. Training includes expert instruction, practical exercises, a comprehensive problem investigation scenario, and techniques you can apply immediately. Designed for professionals with Incident Management experience or a strong understanding of incident management concepts who want to develop their Problem Management capabilities.
Workshop Overview
Problem Management focuses on identifying and managing the underlying causes of incidents, reducing the likelihood and impact of future disruptions, and improving service reliability. The Problem Management Workshop provides a practical, hands-on approach to understanding how problems are identified, investigated, prioritized, analyzed, and managed within an ITSM environment.
Rather than focusing only on Problem Management theory, this workshop emphasizes:
- Understanding problems, Problem Management, and the purpose of the practice
- Distinguishing reactive and proactive Problem Management
- Applying structured problem investigation and root cause analysis techniques
- Using techniques such as 5 Whys, Fishbone Diagrams, Brainstorming, and Pareto Analysis
- Managing problem records, known errors, and workarounds
- Understanding problem impact, prioritization, and risk
- Recognizing the roles and responsibilities involved in Problem Management
- Understanding the relationship between incidents, problems, and major incidents
- Using KPIs and CSFs to evaluate Problem Management performance
- Applying practical Problem Management techniques through realistic scenarios and exercises
This workshop provides a practical foundation for investigating problems effectively—not simply learning definitions, but learning how to identify underlying causes, manage known errors, recommend corrective actions, and reduce recurring service disruptions.
Course Details
- Course Length: 1 Day
- Delivery Format: Live Online Instructor-Led
- Prerequisites: Completion of Incident Management: Hands-On ITSM Workshop training or a strong understanding of incident management concepts
What’s Included
- Complete Problem Management Workshop student toolkit
- Practical hands-on exercises, activities, and problem investigation scenarios
- Practical Problem Management examples and demonstrations
- Root cause analysis and problem investigation techniques
- Guidance on reactive and proactive Problem Management
- Known error, workaround, and problem prioritization exercises
- Course content, core learning modules, and key takeaways
- Key vocabulary and terminology definitions
- Section reviews and learning activities
- Course agenda and learning roadmap
- Post-class instructor support via email
- Practical resources for continued reference after class
- Six months of access to virtual class recordings
Who Should Attend
The Problem Management Workshop is designed for professionals who work in or support IT environments and want to develop practical Problem Management skills. Participants should have completed Incident Management training or possess a strong understanding of incident management concepts.
This workshop is ideal for:
- Problem Managers
- Incident Managers
- Service Desk professionals
- IT support professionals
- ITSM professionals
- Service Management professionals
- IT operations professionals
- Technical support professionals
- IT team leaders and managers
- Service Desk managers and supervisors
- IT professionals responsible for investigating recurring incidents or service disruptions
- Professionals involved in root cause analysis, known error management, or service improvement
- Anyone with an understanding of Incident Management who wants to strengthen their Problem Management skills
Course Content
This hands-on workshop provides a comprehensive, practical approach to Problem Management, covering the concepts, processes, roles, tools, and techniques used to investigate problems, identify underlying causes, manage known errors, and reduce recurring service disruptions in an ITSM environment.
- Problem Management Fundamentals — Understanding problems, Problem Management, the purpose of the practice, and how effective Problem Management supports service reliability and continual improvement.
- Reactive and Proactive Problem Management — Understanding the differences between reactive and proactive approaches, when each is appropriate, and how organizations identify problems before or after incidents occur.
- Problem Identification and Logging — Identifying problems, capturing relevant information, creating problem records, and establishing the information required for effective investigation.
- Problem Categorization, Prioritization, and Impact — Categorizing problems, evaluating business and service impact, assessing urgency and risk, and determining investigation priorities.
- Problem Investigation and Root Cause Analysis — Understanding structured investigation approaches and applying appropriate techniques to identify underlying causes rather than simply addressing symptoms.
- Problem Management Techniques — Exploring and applying Brainstorming, 5 Whys Analysis, Fishbone Diagrams, Pareto Analysis, Chronological Analysis, Cause-and-Effect Analysis, Fault Tree Analysis, Kepner-Tregoe Analysis, Gap Analysis, Hypothesis Testing, Data and Trend Analysis, Impact Analysis, Process Mapping, Comparative Analysis, and Root Cause Analysis.
- Problem Management Workflow — Following problems through identification, logging, categorization, prioritization, investigation, diagnosis, known error identification, resolution, closure, and appropriate follow-up.
- Known Errors and Workarounds — Understanding known errors, documenting workarounds, maintaining known error information, and supporting effective incident resolution while permanent solutions are developed.
- Problem Management Roles and Responsibilities — Understanding the responsibilities of Problem Managers, Incident Managers, Service Desk professionals, resolver groups, technical teams, and other participants involved in Problem Management.
- Problem Management and Major Incidents — Understanding how major incidents may lead to problem investigations, the importance of follow-up analysis, and how Problem Management supports the prevention of recurrence.
- Problem Management Metrics — Understanding the purpose of KPIs and CSFs, monitoring problem trends, evaluating investigation effectiveness, and identifying opportunities for improvement.
- Problem Management Scenarios and Hands-On Practice — Applying investigation techniques to a realistic recurring service issue, analyzing available information, identifying probable root causes, and recommending corrective and preventive actions.
- Problem Management and Related Practices — Understanding the relationship between Problem Management, Incident Management, Knowledge Management, and Continual Improvement.
- Problem Trends, Reporting, and Continual Improvement — Reviewing problem information, identifying recurring patterns, evaluating the effectiveness of corrective actions, and using problem data to strengthen service management practices.
- Putting Problem Management Into Practice — Applying the concepts, techniques, and tools from the workshop to real-world IT environments and developing practical approaches for managing problems effectively.
Learning Objectives
By the end of the Problem Management Workshop, participants will be able to:
- Define a problem and explain the purpose of Problem Management
- Understand the role of Problem Management within an ITSM environment
- Distinguish between reactive and proactive Problem Management
- Identify and recognize problems in practical workplace situations
- Understand how problems are logged, categorized, and prioritized
- Assess problem impact, urgency, and risk
- Apply structured problem investigation and root cause analysis techniques
- Use appropriate problem-solving techniques to investigate underlying causes
- Understand and apply the 5 Whys and Fishbone Diagram techniques
- Understand the purpose and application of additional problem investigation methods
- Follow a problem through the Problem Management workflow
- Understand known errors, workarounds, and their role in service management
- Understand the role and responsibilities of Problem Managers
- Recognize the relationship between incidents, problems, and major incidents
- Document problem information, investigation findings, and recommended actions effectively
- Understand the purpose of KPIs and CSFs in Problem Management
- Analyze problem information and identify trends or opportunities for improvement
- Recommend corrective and preventive actions to reduce recurring incidents
- Understand how Problem Management supports continual improvement
- Apply Problem Management concepts to realistic workplace scenarios
- Select appropriate investigation techniques based on the problem being examined
- Build confidence in investigating problems from initial identification through analysis and resolution
Upcoming Public Courses
Course Format & Indicators
- Live Online – Real-time training with a live instructor
- GTR – Guaranteed to Run
Private Group Training
Need private training for your organization? We can help you find the right training solution.
Prerequisites / Requirements
Completion of Incident Management: Hands-On ITSM Workshop or a strong understanding of incident management concepts is required. Participants should have a basic understanding of ITSM and familiarity with incident management processes. Those who have not completed formal Incident Management training but have relevant IT service management experience may still participate successfully if they understand how incidents are managed and resolved.
Booking, Terms, and Policies
Related Course(s)
Why Train With Ashford Global?
- Training focused on practical, real-world application
- Experienced instructors with extensive professional expertise
- Hands-on exercises
- Practical student toolkit included for continued reference
- Instructor support after class via email
- Private group training available for organizations
- Six months of access to your virtual class recordings
- Instructors must maintain a 4.5/5 or higher rating
- Guaranteed-to-Run (GTR) public classes
Earn an Ashford Global Training Certification
The Problem Management Workshop includes an Ashford Global Certified Problem Management Practitioner Exam designed to demonstrate your ability to understand and apply practical problem management concepts in an ITSM environment.
After completing the workshop, participants will receive information by email to access the certification exam. The exam may be completed within 30 days of completing the workshop, giving you the flexibility to take it when you are ready.
The exam consists of 30 multiple-choice questions and has a 1-hour time limit.
A score of 70% or higher (21 out of 30 questions) earns the Ashford Global Certified Problem Management Practitioner credential.
There is no additional fee for the exam, and participants may retake it as many times as needed during the 30-day exam period until they achieve a passing score. Once you pass, Ashford Global Training will issue your digital certification.
The Ashford Global Certified Problem Management Practitioner credential recognizes proficiency in:
- Problem management concepts and terminology
- Reactive and proactive problem management
- Problem identification, logging, categorization, and prioritization
- Problem investigation and root cause analysis
- Problem management workflows and models
- Known errors and workarounds
- Problem investigation techniques, including 5 Whys and Fishbone analysis
- Problem management roles and responsibilities
- The relationship between incidents, problems, and major incidents
- Problem management metrics, including KPIs and CSFs
- Identifying trends and opportunities for continual improvement
- Developing corrective and preventive actions to reduce recurring
Problem Management: Hands-On ITSM Workshop FAQs
01. What is the Problem Management Workshop?
The Problem Management Workshop is a hands-on ITSM training workshop designed to help participants understand and apply practical problem management concepts, processes, roles, and techniques in real-world IT environments. Participants learn how to investigate recurring issues, identify underlying causes, manage known errors, and reduce future service disruptions.
02. Who should take the Problem Management Workshop?
The workshop is designed for Problem Managers, Incident Managers, Service Desk professionals, IT support professionals, ITSM professionals, Service Management professionals, IT operations professionals, technical support professionals, IT team leaders and managers, and anyone involved in investigating recurring issues or improving service reliability.
03. Do I need an ITSM or Incident Management background to take the workshop?
Completion of Incident Management training or a strong understanding of incident management concepts is required. Participants should understand how incidents are identified, managed,