Problem Management

This course content developed
in partnership with Propoint Solutions.

It is time to transition from incident management to problem management. Use a proactive approach to conduct root cause analysis and correct issues before the customer is impacted. Participants will learn how to design and implement the ITIL problem management process.

Leverage incident management and problem management methodologies as well as data to take the support center performance to a higher level.

This high-energy workshop is filled with practical guidance, templates, quick wins, and tips for successfully implementing ITIL best-practice methodologies for problem management.

Course Overview

Delivery Methods

Course Calendar

What You Will Learn

Trends that initiate proactive problem management
When to open a problem record
The critical process of root cause analysis
How to develop and manage work-arounds
Ways to identify and report on key performance indicators for the restoration processes: incident management, service requests, and problem management

Course Outline

Unit 1: A Brief Overview of ITIL v2 and v3

Key Differences between v2 and v3 (Process vs. Service Lifecycle Approach)
Mapping v2 to v3
How to Decide If v2 or v3 Is Right for You

Unit 2: Incident Management Overview

Unit 3: Problem Management In-Depth

Inputs To and Outputs from Problem Management
How Problem Management Interfaces with Other Processes
Problem Management Activities
Benefits and Value to the Business
Proactive Problem Management
Problem Logging
Categorization
Getting to the Root Cause – Problem Analysis Techniques
Workarounds and Known Errors

Unit 4: Measuring Problem Management

Critical Success Factors for Problem Management
Key Performance Indicators for Problem Management

Unit 5: Keys to Success

Key Factors for Success
Key Roles and Responsibilities

Unit 6: Assessing the Maturity of Your Organization’s Problem Management Process

The Role of Assessment in the ITIL Continual Improvement Plan
Exercise: Assess the Maturity of Your Problem Management Process
Continuous Improvement

Virtual Classroom

Member Price $545 | Price $595

These scheduled courses provide students with live, instructor-led training delivered by HDI faculty. Using web conferencing software and an audio bridge, students interact with the instructor without ever leaving their desk.

Minimize the impact on your daily schedule by only training two hours a day for three days.
Learn only what you need to with targeted, topic-specific courses.
Ask questions and interact with the instructor.

Public Classroom

Member Price $595 | Price $645

Facilitated by a faculty member, this one-day, public course allows students to actively participate in exercises and discussions as well as network with peers from other companies.

Maintain adequate coverage in your support center by staggering training dates.
Focus on learning by being out of the office.
Structured discussions facilitate networking and learning from real-world experiences.
To learn more about public classroom training, contact an account manager or call 800.248.5667.

Read the FAQs.

Onsite

HDI can train your team at your facility, eliminating individual travel costs and putting more control in your hands.

Control class size and pick training dates that accommodate your business schedule.
Focus on your organization’s key issues and pain points.
Save money. With groups of eight or more, this option is often more cost effective.
To learn more about this program, contact an account manager or call 800.248.5667.

Virtual Classroom Schedule

Date	Location	Course	Register
11/9 - 11/11 2010	HDI, Virtual Classroom	Problem Management (Virtual)	Register

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Don’t see a course time that suits your schedule? Contact your account manager or HDI Partner to discuss your needs.