ITIL ® Practitioner Certificate: Problem Management

Course Overview

This three-day instructor-led highly interactive course consists of formal lectures, discussions, presentations, exercises, exam preparation and the ISEB Practitioners examination in Problem Management. The course focuses on the effective resolution of problems using the ITIL Problem Management process and supporting best practice disciplines. The course is designed for delegates with more than one year's experience in a problem management environment.

On completion, participants will understand the important role Problem Management plays in the delivery of IT services. They will appreciate why Problem Management need to be able to resolve problems as quickly and efficiently as possible in order to have efficient computer services for the customers.

Skills Gained

• Plan for the implementation of Problem Management
• Support the Incident Management process
• Define, implement and manage the following activities: carry out an incident
• analysis, identify and create a problem record, diagnose the cause of problems,
• identify problem resolutions, assign known errors to the appropriate configuration
• item(s) and raise remedial changes if necessary
• Define and agree incident and problem categories and priorities
• Understand the support tools and techniques available
• Analyse incident and problem reports and statistics to determine trends, identify
• weak areas and propose resolutions to reduce the number of incidents, by
• proactively identifying and preventing possible problems
• Prepare Problem Management reports
• Co-ordinate and allocate resources to the resolution of incidents and problems
• Understand the interdependencies between Problem Management and other IT
• and Service Management processes

Prerequisites

• IT Practitioner with a minimum of one year's general IT experience and at least one year's experience in an IT Service Management environment either as a practitioner, supervisor or manager
• IT practitioner with a number of years experience in a specialised service management discipline aiming to take on a supervisory / managerial role
• Responsibility for the execution and maintenance of a specific ITSM process or processes within the context of the organisation's business policies and procedures
• The ability to communicate effectively with managers, subordinates, colleagues, users and customers at all levels of seniority
• Holder of the Foundation Certificate in IT Service Management (ITIL Foundation)

Examinations

ISEB Problem Management Practitioner Certificate.

Course Outline

Introduction

• Goal, scope and objectives of Problem Management
• Continuous Service Improvement
• Planning to Implement

Problem Control

• Problem Solving
• Recording Information

Error Control

• Managing Errors
• Raising Request for Change

Proactive Problem Management

• Trend Analysis
• Problem Reviews
• Targeting Preventative Action

Managing the Process

• Problem solving and recording information
• Roles and Responsibilities
• Skills
• Benefits, costs and problems
• Tool requirements and procurement
• Interfaces to other processes and functions
• Auditing and reviewing Problem Management

Management Information

• Reporting
• Key Performance Indicators
• Metrics
• Cascading information to the organisation