Problem Management in IT

Practical problem management

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For Danish – click here >>

Practical information

Only internal training

Duration: 2 days

Price: Please contact us for a quote →

Exam: 1.950,- DKK excl. VAT per participant (optional)

Get access to the webinar ‘Problemløsning i IT-afdelingen’ (in Danish) → 


This course will teach you practical tools to identify and solve problems. The method taught works on all types of problems, and on this specific course we will deep-dive into IT related problems and how to solve them faster and more effectively.


Program day 1

09.00 Fundamental knowledge about problem management

  • The foundations of problems
  • What is a problem?
  • Problem management vs Incident management
  • PTPM: The method explained
  • The PCSR model and how systematic problem management can improve resolution time and root cause analysis
  • Pitfalls and challenges in problem management

11.00 Problem identification

  • How to identify problems
  • The formula for describing a problem the best way

12.00 Lunch

12.45 Analyzing potential problem causes

  • Questioning technique
  • 5W2H and SCUF models
  • Gathering and structuring information
  • Separating facts and fiction/assumptions
  • Find and confirm root cause

16.00 Thank you


Program day 2

09.00 Recap from yesterday

09.30 Analyzing potential problem causes – continued

10.30 Selecting the best solution

  • Questioning technique revisited
  • Identifying potential solutions
  • Identifying pros and cons for each solution
  • Prioritize and select the best solution(s)

12.00 Lunch

12.45 Risk management

  • Identify risks and pitfalls of implementing the chosen solution
  • Create risk heatmap
  • Reduce or eliminata riscs
  • Plan the implementation

14.00 Problem management in your own company

  • Where to start
  • Pitfalls and how to avoid them
  • Next step

15.00  Exam (option)

16.00 Wrap up and thank you



The course is taught as a combination of theory and practical exercises with built-in cases



Material and exam if offered in Danish and English. For the Danish version, please follow this link >>



You can end the course with and exam on the last day of the course around 3PM. The exam is an open book, 60-minutes, 40-question multiple choice test with a pass mark of 65% (26 correct). Passing the exam will grant you the certificate of PTPM Problem Manager.

Peopleteam offers a special exam guarantee on this course covering an unlimited number of exam retries up to one month after the course.



Johnny JensenJohnny har over 25 års praktisk erfaring med IT Service Management. Johnny er ITIL 4 Master, ITIL V3 Expert, V2 Manager med udmærkelse, akkrediteret ITIL instruktør og er en særdeles erfaren underviser, ligesom han har stort erfaring med Service desk, personaleledelse og den gode kommunikation med brugere og kunder. Johnny formår på en særlig måde at gøre stoffet praktisk anvendeligt og nærværende.

We apologized for this description in Danish. Please contact us for information about Johnny in English >>

Course material

We use e-material designed specifically for this course:

  • The material can be used on you laptop, phone and tablet – also offline
  • The material is environmetally friendly because you don’t need to print hundreds of pages.

Please bring you own laptop for course and exam.


Contact us for an on-premise course →