Course: ITIL Practitioner - Problem Management

This three-day course builds on the general principles, covered as part of the ITIL Service Management Essentials course.

It provides practical guidance on the design, implementation and integration of an ITIL-based Problem Management Process, within the context of an organisation’s overall business-focussed services framework

Planning for the implementation of Problem Management

Supporting the Incident Management process when the Service Desk is unable to do so independently

Defining, implementing and managing 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)
    * raise remedial changes if necessary

Defining and agreeing incident and problem categories and priorities

Awareness of the support tools and techniques available for the implementation of Problem Management and be able to indicate how improvements can be made

Analysing 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

Preparing Problem Management reports for distribution throughout the organisation

Co-ordinating, schedule, target and focus resources to the resolution of the most appropriate incidents and problems

Understanding the interdependencies between Problem Management and other IT and Service Management processes