ITSM Problem Analyst – Problem Analyst gives knowledge and practical experience of the main skills and competencies required in fulfilling the role of a Problem Analyst within IT Service Management. The syllabus has been developed around the Skills Framework for the Information Age (SFIA) level 3 and 4 guidelines for this role. This certificate builds upon the basic Service Management knowledge acquired through achieving the ITIL® V3 Foundation certificate. The qualification is multidimensional, combining a more detailed look at the structure and application of the key Problem processes and procedures, together with an insight into the soft skills required to meet the everyday challenges in the role of Problem Analyst.
