The course is intended for those who wish to gain a working knowledge of industry best practices related to problem management. It is ideal for professionals who are working or are planning to work within problem management, whether in a technical, managerial, or operational role.
The responsibilities of problem management professionals vary from organization to organization, but they often include: assisting with the planning and implementation of the problem management process; performing both reactive and proactive problem management; prioritizing and categorizing problems; investigating and diagnosing the problems; coordinating and/or executing cause analysis; developing workarounds, and proposing changes to resolve issues.
The HDI Problem Management Professional Certification Standard is based on the concepts, principles, and best practices found in various ITSM frameworks, including ITIL, ISO/IEC 20000, and COBIT.
YOU WILL LEARN HOW TO
The course provides candidates with an understanding of the principles of, and practical experience of using, industry best practice involved in operating, monitoring, reporting, implementing, planning and improving the management of problems, leading to a Specialist qualification in Problem Management.
This course is for those working or preparing to work in a Problem Management role and within a Problem Management process whether at a technical, operational, supervisory or managerial level. This course may also be of interest to Project Managers, Business Managers, and Business Process Owners.
IMPORTANT COURSE INFORMATION
Requirements
Basic IT literacy
Exam Information
The Problem Management exam can be taken on the last day of the course (in-class), or any time after the course is completed via online or at our testing center
The examination is 1½ hours closed book, multiple-choice paper.
There are 25 questions which are scenario based.
Pass Mark – 16/25
Achieving the certificate provides two credits toward your ITIL Expert certification
COURSE OUTLINE
Service Management
Functions and Processes
Service Management
Functions and Processes
Module 2: Service Restoration Overview
Service Restoration
Service Restoration Processes
Incident and Problem Management
Common Process Activities
Module 3: Problem Management
Problem Management Overview
Detection and Categorization
Investigation and Diagnosis
Resolution
Closure
Major Problem Review
Module 4: Roles and Responsibilities
Primary Problem Management Roles
Complementary Roles
Responsibility, Accountability, Consulted, and Informed Model
Module 5: Relationships
Relationship to ITSM Processes
Relation to ITSM Functions
Module 6: Root Cause Analysis (RCA) Techniques
Simple RCA Techniques
More Complex RCA Techniques
Module 7: Measuring Problem Management
Metrics
Common Problem Management Process Metrics
Module 8: Problem Management Road Map
Road Map
Process Maturity Assessment
Process Assessment Report
Establishing the Target Maturity Level
Creating the Improvement Plan
Problem Management Challenges
