Discover your certification today Browse
Open page navigation
quality managementIT managementbusiness analysisinformation analysisefficiency

This certification is based on the ITIL® framework and was developed by itSMF UK - the country's leading association for IT Service Management professionals.

Certify yor ability to:

  • Extend and formalize understanding of problem solving in terms of IT Service Management to become a specialist in problem resolution.
  • Apply knowledge and improve current processes and practices in the workplace to prevent issues from occurring.
  • Record information about resolved problems to speed up resolution time and identify permanent solutions, reducing number and resolution time of incidents.

Problem Analysts teaches you how to prevent problems and resulting incidents from happening. When incidents are resolved, information about the resolution is recorded. Over time, this information is used to speed up the resolution time and identify permanent solutions, reducing the number and resolution time of incidents. This results in less downtime and less disruption to business critical systems.

Problem Analyst Foundation Plus digital badge

Foundation Plus

Become proficient at problem management.

Service Management, IT Management, Information Management & Analysis
What is required?
  • ITIL Foundation certificate.
Who is Foundation Plus for?

People with the role of problem analyst within a service management environment. It is also relevant to other key staff involved either directly or indirectly with problem management activities. This includes but is not limited to service desk and incident analysts, change analysts, IT technical support areas (availability, capacity and IT service continuity), other service management personnel and business and user representatives.

What are the key things you will learn?
  • The purpose, value and positioning of problem management within an IT service management environment.
  • The main interfaces between the problem analyst and other process areas within IT service management and how the impact of problems for a variety of service components can be reduced. 
  • How to identify and describe the key activities that are contained in the problem management process.
  • The concept of problem solving techniques and their application to a given scenarios.
  • How to apply the main concepts of root cause analysis and the maintenance of known errors and problem records.
  • Identifying people involved within problem management and be able to translate the type of involvement into a RACI matrix.
  • Identifying different channels of communication and determine their applicability for given scenarios.
  • How problem management controls and maintains quality.
Exam format:
  •     Objective testing
  •     20 questions per paper
  •     13 marks required to pass (out of 20 available) - 65%
  •     60 minutes duration
  •     Scenario Booklet to be used during examination


A pristine body of water within a forest landscape

IAITAM - IT Asset Management Certifications

Ensure the pristine management of an organization's IT assets

View more
IT Security

ISACA Certification

ISACA is an independent, non-profit, global association engaging in the development, adoption and adaption of industry-leading knowledge and practices for information systems.

View more
sprinting leopard

Lean IT Association (LITA)

A streamlined approach to optimizing IT operations

View more



What is Problem Analyst?

Developed in response to market demand for practical, focused qualifications, our Problem Analyst role-based qualification is designed for those specializing in problem resolution and who wish to extend or formalize their understanding and knowledge working in a role where IT problem solving forms an integral part of their day-to-day activities.
The qualification is very closely aligned to the Skills Framework for the Information Age (SFIA) framework regarding core competencies of an individual in a role, and is also complimentary to the ITIL qualification scheme.
After completing a training course, candidates will be able to manage, prioritize, review and action problems in line with defined ITIL processes. They will be able to describe Problem Management and the role of the Problem Analyst, identify the importance of communication in this role and demonstrate the specific skills and competencies associated with the role of Problem Analyst.
Find out more at:

How can I train for the Problem Analyst examination?

Training for Problem Analyst is available from the network of Accredited Training Organizations (ATOs) who are assessed and certified by APMG-International. Details of Problem Analyst ATOs can be found at:
Only these organizations and registered partners/affiliates are authorized to deliver accredited Problem Analyst training.

Do I have to receive training to sit the exam?

Yes - delegates must have attended an accredited training course prior to sitting the examination.

How do I sit the exam?

The exams must be sat through a Problem Analyst Accredited Training Organization (ATO). Details on the process will be provided with the ATOs course information.

How much does it cost to sit the Problem Analyst examination?

The cost of the exam is generally included in the course fee.

Are there any pre-requisites for the Problem Analyst examination?

Yes - candidates must fulfill the following criteria prior to sitting the examination:
Attendance of an accredited Problem Analyst training course.

What study material is available for Problem Analyst and where can I purchase it?

A supporting manual has yet to be developed for the qualification. However, training providers will provide an in-course assessment book which, coupled with accredited training, will be sufficient for delegates to prepare for the exam.

Which languages is the Problem Analyst examination available in?

The exam is currently available in English only. Translations will be progressed subject to market demand.

How long will it take to learn the Problem Analyst material?

Training courses are generally delivered over 2-3 days. It is worth investigating with individual providers, as many will offer tailored and blended learning solutions.

How long is the Problem Analyst qualification valid for?

The qualification is not valid for a defined period and does not expire.

When can I expect the results of my Problem Analyst Examination?

Your result will be sent to your ATO approximately 7-10 days after your exam date. Your ATO should notify you of your results so please contact them for further details.
If you did not take your exam through an ATO, your results will be sent directly to you via APMG approximately 7-10 days after the date of your exam.

When will I receive my certificate?

A foundation certificate will be dispatched to you approximately 2 weeks after we have received your exam paper back into our offices.
Please note that if you have taken your examination via an ATO, certificates will be dispatched based on the preferences that the ATO selected when booking the exam. The ATO can select either an e-certificate or hard copy and whether this type is sent to the ATO or directly to the candidate.
If you have not received your certificate shortly after the above time frame please contact our Customer Interaction Team –

What is the pass mark for the Problem Analyst examination?

Candidates will need to score 13/20 (65%) to pass the examination.

What pass mark is required to be eligible to become a Problem Analyst trainer?

To be eligible to apply to become a Problem Analyst trainer, individuals must achieve a score of 75% (15/20) in the exam.

How do I find out if I scored enough to be eligible to become a trainer?

To find out if you scored enough to be eligible as a trainer, please email noting your interest. A representative of the Service Desk will be able to advise.

How can I advertise myself as Problem Analyst qualified on my business card?

Candidates who have passed the Problem Analyst examination can put “Problem Analyst (APMG-International) certified” on their business cards.

Can I use the Problem Analyst logo?

No - only organizations licensed to do so are allowed to use the Problem Analyst logo. Such organizations include Problem Analyst ATOs (Accredited Training Organizations) and registered partners accredited by APMG-International.

How do I become a Problem Analyst approved trainer?

All Problem Analyst trainers must be "sponsored" by a Problem Analyst accredited training organization (ATO). Details of all Problem Analyst ATOs can be found at:
A trainer application must be submitted by the sponsoring ATO to their relevant APMG-International office.

How does my organization become a Problem Analyst Accredited Training Organization (ATO)?

An organization wishing to become a Problem Analyst ATO must first submit an application form to either the APMG-International service desk or a regional APMG-International office. The organization will then be subject to APMG-International's ATO assessment process.

What is a Problem Analyst digital badge?

Digital badges allow you to easily showcase your achievements online.

When you pass an exam - you'll instantly have the option to claim a digital badge representing your new certificate.

Your badge can be embedded on an email signature, website, social media or digital CV.

With just one click employers, customers and clients can easily view and verify your credentials and skills.

Please download our digital sharing presentation for more information.

How do I claim my Problem Analyst digital badge?

Once you’ve been notified that you’ve passed your exam - you will have the option to create a digital badge in APMG's Candidate Portal.

Visit APMG's Candidate Portal, view your exam results and select 'Create Badge'.

This takes you to the Acclaim website where the digital badges are hosted. You will be guided through the Acclaim account creation process.

Once you have created an account with Acclaim - login into the account and accept your pending badge.


Please tell us your training requirements and we'll find you a training provider


Please provide your company details to begin your journey to becoming accredited