ITIL Practitioner Problem Management

Learn how to manage problems proactively through Problem Management ‘Best Practice’

Duration
This three day course explores the guidance in ITIL Problem Management to understand the processes involved in Problem Management and the opportunities and challenges faced when implementing and working with the discipline. This course is used in preparation to undertake EXIN Practitioner Certificate exam in Problem Management in the afternoon of day three of the course.

Course Code
ITILPPM

Public Course Price
£ 850.00 plus VAT including examination

Target Group
IT staff who work regularly in the field of Problem Management, particularly those staff with specific responsibility for the improvement of the Problem Management process, Change Managers and Release Management staff.

EXIN Exam and Entry Requirements
Delegates will receive the EXIN syllabus indicating pre-requisite knowledge, skill and practical experience required to undertake this Practitioner course.

Pre Requisites

• Foundation Certificate in IT Service Management
• Practical experience in the field of Problem Management

Course Benefits

• Be able to support the Incident Management process through the resolution of Incidents
• Be able to define, implement and manage Problem and Error Control activities
• Be aware of the support tools and techniques available for Problem Management
• Be able to analyse Incidents and Problems to determine trends
• Be able to prepare management reports for distribution throughout the organisation
• Gain an awareness of the scope of Problem Management
• Learn how to integrate Service Desk with Incident Management reporting and prioritisation
• Understand the role of the Problem Manager
• Learn how to manage all Problems and undertake root cause analysis
• Create key performance indicators (KPIs) and Known Error Control
• Create a known error database for incidents and problems
• Determine trend identification and problem reduction
• Discover ITIL Best Practice options for Problem Management

Course contents

Day 1 - Introduction to ITIL Problem Management

Incident Management
The Incident Management process
Investigation and resolution of incidents in support of the Service Desk
Intervention to escalate and control incidents through to resolution
Identify the feedback necessary to the Service Desk to keep customers informed
Identify where Service Desk scripts can be improved

Problem and Error Control
Identify and define problems
Classify problems determining priority, impact and category
Determine the need for research and diagnosis
Initiate Requests for Change (RFC)
Define procedures and work instructions for Problem Management

Day 2 - Problem Management Support Tools Techniques
Determining resources and managing the research and diagnosis activity
Choosing appropriate support tools and techniques
Implementation of such tools
Review the Problem Control process
Set up criteria for choosing the appropriate tool

Identify and manage Known Errors
Support tools and techniques
Be aware of appropriate support tools and techniques
Justify, procure and implement such tools as required
Initiate reviews of the Problem Management process to identify weaknesses

The Role of the Problem Manager
Roles and responsibilities and use of second line support staff

Day 3 - Problem Management Prevention
Identify opportunities to be pro-active and analyse details of Incidents and Problems registered
Initiate reviews to identify improvement opportunities
Use of trend analysis to avoid or minimise effects of Incidents
Instigate RFCs to resolve weaknesses and common Problems

Management Reporting
Identify Problem Management reporting, how to produce regular and ad-hoc reports
Report on key performance indicators (KPIs) of Problem Management

Course Review and Exam Preparation
The three day course consists of exercises, syndicate work and assignments that will assist in developing an action plan for the future.

In Course Assessments/Assignments
Part of the examination is made up of an assessment whereby the course provider tests two assignments during the course. In order to obtain the Practitioner Certificate in IT Service Management, the results of this assessment must be satisfactory.

Course Documentation
Delegates will receive a bound copy of the PowerPoint slides used during the course, a copy of the itSMF IT Service Management pocket-guide and access during the course to the OGC publications. Delegates will also receive assignments, mock exams, exercises and case studies.

OGC Publications
This course utilises OGC Publications Service Support and Service Delivery.

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