ITIL® Problem Management Practitioner

Who should attend?
Anyone who wishes to improve, or needs to formalise, their understanding of the principles of Problem Management ‘Best Practice’

Examination
The course ends with 2 one hour exams

1 hour ‘closed book’ written paper and
1 hour ‘closed book’ multiple-choice paper, with 25 questions
Both exams are based on a case study

Course Content

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 and 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 an 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 and Ishikawa
Planning, monitoring and reporting on the effectiveness and efficiency of Problem Management

Skills

This course will enable you to:

Understand Problem Management and what it does for Service Management
Understand how to implement a successful Problem Management function; maximising your benefits while minimising your risks and costs
Improve how Problem Management is managed within an organisation
The course is based on principles described in ITIL’s Service Support and Service Delivery books. The course prepares you for the examination, leading to the Problem Management Practitioner Certificate in IT Service Management