Problem Management Professional

Course Description

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.

project-management-a-practical-guide

Problem Management: A Practical Guide
by Jim Bolton and Buff Scott III (October 3, 2016) ISBN 9780117082984

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!

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Upcoming Schedule for this Course

ITIL Foundation Certificate

DateDurationTimeLocation:Fee Per SeatCertification?Registration
Oct 3, 2017 3 days 8:00 AM - 5:00 PM Colorado Springs, CO $1,550 Y Register
Oct 9, 2017 3 days 8:00 AM - 5:00 PM Albuquerque, NM $1,550 Y Register
Nov 29, 2017 3 days 8:00 AM - 5:00 PM Colorado Springs, CO $1,550 Y Register
Feb 6, 2018 3 days 8:00 AM - 5:00 PM Colorado Springs, CO $1,550 Y Register

Release, Control and Validation

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Service Offerings and Agreements

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Planning, Protection and Optimization

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Operational Support and Analysis

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Service Strategy

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Oct 17, 2017 4 days 8:00 AM - 5:00 PM St. Louis, MO $2,195  Y Register 

Service Design

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Service Transition

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Service Operation

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Sep 12, 2017 3 days 8:00 AM - 5:00 PM Albuquerque, NM $2,249  Y Register

Continual Service Improvement

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Managing Across the Lifecycle

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Service Management Essentials

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ITIL Awareness

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ITSM Overview / Workshop

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Building Your ITSM Adoption Roadmap

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Service Level Management

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Incident Management

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Problem Management Professional

DateDurationTimeLocation:Fee Per SeatCertification?Registration
Sep 25, 2017 2 days 8:00 AM - 5:00 PM Washington, D.C. $1,695 Y Register
Oct 11, 2017 2 days 8:00 AM - 5:00 PM Dallas, TX $1,695 Y Register
Oct 16, 2017 2 days 8:00 AM - 5:00 PM Virtual $1,695 Y Register
Oct 30, 2017 2 days 8:00 AM - 5:00 PM Orlando, FL $1,695 Y Register
Nov 6, 2017 2 days 8:00 AM - 5:00 PM Atlanta, GA $1,695 Y Register
Dec 13, 2017 2 days 8:00 AM - 5:00 PM Virtual $1,695 Y Register

Problem Management

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Configuration Management - SACM

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Change Management

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Release Management

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ITIL Certification

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ITIL MALC Certification

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ITIL Expert Level

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ITIL Intermediate Level Certification

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ITIL Practitioner

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Nov 14, 2017 3 days 8:00 AM - 5:00 PM  St. Louis, MO  $2,195  Register 
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