ITIL Problem Management
Course Code: ITILPMP
Duration: 3 Days
Overview
As part of a problem management team, you are the focal point for the prevention and resolution of all IT service problems and their business and technical impacts. The “best practice” processes and skills used on this course will help you do so. As it is based on the syllabus and qualification for the “Practitioner Certificate in IT Service Management: specialising in Problem Management” you will find that the competencies developed on the course are recognised worldwide.
Who will the course benefit?
Problem Management and other second/third level business / systems support staff.
Course Objectives
To show how IT Infrastructure Library (ITIL) and other related “best practices” help create problem management best value. If eligible, to take the ISEB Practitioner Certificate in Problem Management examination
Prerequisites
To be entered for the Practitioner’s examination you must hold the Foundation Certificate in IT Service Management. Additionally you should be able to demonstrate at least one year’s experience in Problem Management.
Delegates will learn how to
- Upgrade their Problem Management process and enhance its contribution to the ICT, Business and Service Development lifecycle.
- Implement support tools.
- Practice problem solving, chasing and prevention techniques.
Course outline
Revision of IT Infrastructure management and Service Management
Background to the IT Infrastructure Library (ITIL). The Service Management Processes. The Service Support cycle.
Incident Management
The relationship between Service Desk, Incident Management and Problem Management. Definitions of Incident, Problem, Known Error and RFC. The Incident Management process. How Incident Management supports Problem Management.
The Problem Management Process
The purpose and aims of Problem Management. Reactive Problem Management . Proactive Problem Management. The interfaces and dependencies with other Service Management processes .
Techniques for problem analysis
Generic problem analysis technique. Pareto. Ishikawa. CFIA. Funnel. Kepner Tregoe.
Selecting Support Tools
Choosing and evaluating appropriate support tools and techniques. Justifying and procuring support tools and techniques. Implementing support tools and techniques.
Reporting
Identifying the requirements for Problem Management related reports in an organization. Types of Problem Management reports. The Key Performance Indicators (KPIs) of Problem Management.
Preventative Problem Management and Availability Management
Trend analysis. Tools and techniques for trend analysis. Initiating change requests.
Process planning and improvement
Process planning lifecycle. Process improvement lifecycle.
In course Assignment