The Problem Management Professional certification course was developed in partnership with HDI.
While incident management focuses on "fixing it fast," problem management focuses on determining the root cause, identifying temporary workarounds, and applying permanent fixes so that incidents don't happen again. Additionally, problem management uses trending data from incident and event management to identify potential failures and correct issues before the customer is impacted (i.e., "the incident that never happened").
Through case study exercises, participants will learn how to design, integrate, and implement a process that includes both reactive and proactive problem management activities.
What You Will Learn
- Best practice frameworks and standards for ITSM
- What service restoration is, in terms of incident and problem management
- The problem management activity flow
- The importance of detection, prioritization, and categorization
- Methods for investigation and diagnosis
- The roles and responsibilities of the problem management professional
- Problem management process relationships
- The interdependencies between incident and problem management
- The relationships between knowledge management, known errors, and workarounds
- Proven methodologies for conducting root cause analysis
- The differences between reactive and proactive problem management
- Critical success factors and key performance indicators for problem management
- The problem management road map and how to use it in your organization
Who Should Attend?
This course is intended for individuals wishing to be certified in Problem Management, or 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.
Problem Management: A Practical Guide
Propoint Recommendation – Written by authors who are recognized experts in problem management, this publication goes beyond existing process theory and supplements the HDI® Problem Management Professional Certification by including step by step easy to understand examples, real-life scenarios and personal experiences to keep the reader engaged from cover to cover. The process templates, tables, and reports included in the appendix will enable readers to more quickly establish and mature problem management within their organization. (193 pages)
Read the publication leaflet and book details. Purchase your copy today!