Incident management is to restore the service as quickly as possible, while problem management deals with solving the underlying root cause of one or more incidents. The Problem Management Awareness course will enable you to gain and apply the skills and techniques to your own organization to establish problem management best practices.

You will learn when and how to implement a problem control process, understand the workarounds, develop policy and procedures, and define critical success factors as well as key performance indicators.

In this course, you will be asked to read through lessons, participate in learning activities, and partake in knowledge checks designed to reinforce learning, followed by the end of the course final assessment.