ITIL Practitioner Problem Management

Whoshould attend?
IT staff who wish to improve, or need to formalise, theirunderstanding of the principles of Problem Management 'Best Practice'. This is an intensive course that makesextensive use of tutor led discussions.

Prerequisites:

• A Service Management Foundation Certificate.
• An understanding of, the basic principles of IT Problem Management.

Delegateswill learn how to:
· Understand Problem Management and what it does for ServiceManagement.
· Understand how to implement a successful Problem Managementfunction: maximise your benefits while minimising your risks and costs.
· Learn how to improve how Problem Management is managed within anorganisation.

Delegates will also be provided with a detailed introduction tothe concepts, terms, definitions, benefits, objectives, and activitieswithin the Problem Management IT service management process, according to theITIL best practice framework.


The course is based on principles described in ITIL's ServiceSupport and Service Delivery books. The course prepares participants for theexamination leading to the Problem Management Practitioner Certificate In ITService Management.

CourseContent:
· Understanding the scope, terminologyand concepts ofProblem Management
· DefiningIncident Management's relationship to Problem Management: matching incidents toknown errors and outstanding problems
· Definition of the Problem Managementprocess, and description of Problem and Error Control activities.
· EstablishingP roactive problem management within an organisation.
· The role of availability Managementin Problem Management.
· ChangeManagement's relationship to Problem Management: Establishing a cost benefit:establishing permanent structural solutions.
· Definingthe various sub-activities within both reactive and proactive ProblemManagement.

· The useof Problem Management Metrics and Management Information within andorganisation.

• I mproving existing Problem Management functionality through Service Improvement initiatives.

· Investigatinga variety of Problem Management techniques for root cause analysisincluding, Kepner and Tregoe,Brainstorming, trend Analysis, Ishikawa .
· P lanning, monitoring and reporting on the effectiveness andefficiency of Problem Management

Examination:
Inclusiveof 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 25questions. The questions will be based on a Case Study and a set of disciplinespecific appendices to the Case Study. Delegates must achieve a minimum of 50%in each exam, and a combined overall total of 65%.

The Case Study will be the same across all disciplines and is also the same asthe one used by candidates in completion of their in-course assignment.