ITIL® Problem Management Practitioner (PM)
Duration: A three-day intensive, interactive course.
Who Should Attend? IT staff who wish to improve, or need
to formalise, their understanding of the principles of Problem Management
'Best Practice'. This is an intensive course that makes extensive use of
tutor led discussions.
PrerequisitesDelegates
must hold the Service Management Foundation certificate and should ideally
have at least one years experience working within Problem Management.
Qualification
ISEB
Practitioner Certificate in Problem Management
Learning Objectives:
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Understand Problem Management and what it does for Service Management.
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Understand how to implement a successful Problem Management function:
maximize your benefits while minimising your risks and costs.
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Learn how to improve how Problem Management is managed within an
organisation.
Also a detailed introduction to the concepts, terms, definitions,
benefits, objectives, and activities within the Problem Management IT
service management process, according to the ITIL® best practice framework.
The
course is based on principles described in ITIL's® Service Support and
Service Delivery books. The course prepares participants for the
examination leading to the Problem Management Practitioner Certificate In
IT Service Management.
Topics covered in the course include:
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Understanding the scope, terminology and concepts of Problem Management
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Defining Incident Management's relationship to Problem Management:
matching incidents to known errors and outstanding problems
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Definition of the Problem Management process, and description of
Problem and Error Control activities.
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Establishing Proactive problem management within an organisation.
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The role of availability Management in Problem Management.
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Change Management's relationship to Problem Management: Establishing a
cost benefit: establishing permanent structural solutions.
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Defining the various sub-activities within both reactive and proactive
Problem Management.
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The use of Problem Management Metrics and Management Information
within and organisation.
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Improving existing Problem Management functionality through Service
Improvement initiatives.
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Investigating a variety of Problem Management techniques for root
cause analysis including, Kepner and Tregoe, Brainstorming, trend
Analysis, Ishikawa.
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Planning, monitoring and reporting on the effectiveness and efficiency
of Problem Management
ExaminationInclusive of fee. The course completes with a one and
a quarter hour written assignment (essay style) and a one hour closed-book
multiple-choice paper consisting of 25 questions. The questions will be
based on a Case Study and a set of discipline specific appendices to the
Case Study.
The Case Study will be the same across all disciplines and
is also the same as the one used by candidates in completion of their
in-course assignment. Delegates must achieve a minimum of 50% in each
exam, and a combined overall total of 65%.
