Practical Application of Problem Management Training in Russia

This Practical Application of Problem Management Training in Russia is tailored for professionals who have completed ITIL® 4 Foundation and are now seeking practical, real-world guidance on applying problem management practices within their organization.

Across two immersive days, participants will explore how to implement and evolve problem management using practical tools, collaborative activities, and real scenarios. The course structure is universal—beneficial whether you're in a public or private sector, agile or traditional setup.

ITIL® 4 Foundation certification is recommended, but basic ITIL knowledge is sufficient.

By the end of this Practical Application of Problem Management Training in Russia, you will have gained knowledge and skills in the following areas:

• Understand core concepts of problem management
• Apply practical tools, templates and models in your environment
• Build or refine your problem management process using industry frameworks
• Use KPIs and success metrics for evaluating performance
• Develop a known error database and manage incident trends
• Learn through peer discussions and real-world insights

1. What’s the Vision?

• Purpose, objectives and phases of problem management

• RACI modeling

• Strategic trail from vision to metrics

2. Where Are We Now?

• Incident volume and resource utilization

• Stakeholder identification

• Problem control and error control mechanisms

3. Where Do We Want to Be?

• Clarifying major incidents, problems, known errors

• Business case for implementing problem management

• Setting SMART targets and performance benchmarks

4. How Do We Get There?

• Role competencies and skill mapping

• Techniques like the Cynefin framework

• KPIs, CSFs, PSFs and authority delegation

5. Take Action

• Building the improvement plan

• Establishing roles and communication channels

• Tracking progress and adjustments

6. Did We Get There?

• Dashboarding and reporting

• Reviewing known error database and outcomes

• Value stream assessment based on baseline comparison

7. Keeping the Momentum

• Planning for continuous improvement

• Identifying new technologies and potential risks

• Evaluating organizational maturity and proactive stance