HDI Problem Management Professional

Days: 2 day
Price: $1695

Course Details

The responsibilities of problem management professionals vary from organization to organization, but they often include: assisting with the planning and implementation of the problem management process; performing both reactive and proactive problem management; prioritizing and categorizing problems; investigating and diagnosing the problems; coordinating and/or executing root cause analysis; developing workarounds; and proposing changes to resolve issues.

The HDI Problem Management Professional Certification Standard is based on the concepts, principles, and best practices found in various IT service management (ITSM) frameworks, including ITIL®, ISO/IEC 20000, and COBIT®.

Certification:

The HDI Problem Management Professional certification is intended for those who wish to gain a working knowledge of industry best practices related to problem management. It is ideal for IT professionals who are working or are planning to work within problem management, whether in a technical, managerial, or operational role.

Course Agenda

1. IT Service Management

  • IT Service Management
  • Functions and Processes

2. Service Restoration Overview

  • Service Restoration
  • Service Restoration Processes
  • Incident and Problem Management
  • Common Process Activities

3. Problem Management

  • Problem Management Overview
  • Detection and Categorization
  • Investigation and Diagnosis
  • Resolution
  • Closure
  • Major Problem Review

4. Roles and Responsibilities

  • Primary Problem Management Roles
  • Complementary Roles
  • Responsibility, Accountability, Consulted, and Informed Model

5. Relationships

  • Relationship to ITSM Processes
  • Relationship to ITSM Functions

6. Root Cause Analysis (RCA) Techniques

  • Simple RCA Techniques
  • More Complex RCA Techniques

7. Measuring Problem Management

  • Metrics
  • Common Problem Management Process Metrics

8. Problem Management Road Map

  • Road Map
  • Process Maturity Assessment
  • Process Assessment Report
  • Establishing the Target Maturity Level
  • Creating the Improvement Plan
  • Problem Management Challenges

Details

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