DURATION
3 days
The 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 organization’s overall business-focused services framework.
Objectives
The Problem Management Practitioner course provides practical guidance on the planning and implementation of a comprehensive Problem Management process that is both reactive and proactive.
To prepare delegates for the ISEB/EXIN Practitioner qualification.
Who should attend?
IT practitioners who wish to gain practical experience in the field of Problem Management, or who wish to extend their range of understanding of the subject.
Delegates should have at least one year of relevant IT experience and should have attained the ISEB/EXIN Foundation Certificate in IT Service Management.
Topics covered include:
Planning for the implementation of Problem Management
Supporting the Incident Management process through the management and resolution of incidents 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) and raise remedial changes if necessary
Defining and agree 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
Analyzing 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 organization.
Co-coordinating, 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.
This is a version-specific reference outline. Confirm the current syllabus and delivery arrangements with EIEIO.