Course: ITIL Practitioner - Problem Management

Duration
A three-day intensive, interactive course.

Who Should Attend?
IT staff who wish to improve, or need to formalise, their understanding of the principles of Problem Management 'Best Practice'.  This is an intensive course that makes extensive use of tutor led discussions.
   
Prerequisites
Delegates must hold the Service Management Foundation certificate and should ideally have at least one years experience working within Problem Management.

Qualification
ISEB Practitioner Certificate in Problem Management

Learning Objectives

Understand Problem Management and what it does for Service Management.
Understand how to implement a successful Problem Management function: maximize your benefits while minimising your risks and costs.
Learn how to improve how Problem Management is managed within an organisation.
Also a detailed introduction to the concepts, terms, definitions, benefits, objectives, and activities within the Problem Management IT service management process, according to the ITIL® best practice framework.

The course is based on principles described in ITIL’s® Service Support and Service Delivery books. The course prepares participants for the examination leading to the Problem Management Practitioner Certificate In IT Service Management.

Examination
Inclusive of fee.  The course completes with a one and a quarter hour written assignment (essay style) and a one hour closed-book multiple-choice paper consisting of 25 questions. The questions will be based on a Case Study and a set of discipline specific appendices to the Case Study.

The Case Study will be the same across all disciplines and is also the same as the one used by candidates in completion of their in-course assignment.  Delegates must achieve a minimum of 50% in each exam, and a combined overall total of 65%.

Topics covered in the course include:

• Understanding the scope, terminology and concepts of Problem Management
  Defining Incident Management's relationship to Problem Management: matching incidents to known errors and outstanding problems.
• Definition of the Problem Management process, and description of Problem and Error Control activities.
• Establishing Proactive problem management within an organisation.
• The role of availability Management in Problem Management.
• Change Management's relationship to Problem Management: Establishing a cost benefit: establishing permanent structural solutions.
• Defining the various sub-activities within both reactive and proactive Problem Management.
• The use of Problem Management Metrics and Management Information within and organisation.
• Improving existing Problem Management functionality through Service Improvement initiatives.
• Investigating a variety of Problem Management techniques for root cause analysis including, Kepner and Tregoe, Brainstorming, trend Analysis, Ishikawa.
• Planning, monitoring and reporting on the effectiveness and efficiency of Problem Management