Problem Management | Technical Service and Support
 
Download Course
Catalog
Customer Care

Problem Management

This course is delivered in partnership with Propoint Solutions.

Attend a class
Download brochure
Send This

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

What You Will Learn

  • Reactive problem management (root cause analysis and resolution)
  • Proactive problem management (trending analysis from incidents and events)
  • How problem management integrates with event, incident, knowledge and change management (process swim lanes, inputs and outputs)
  • Proven methodologies for investigating major problems
  • How to select and use the appropriate root cause analysis technique
  • Relationships between knowledge management, known errors, and workarounds
  • Success factors and metrics for problem management

Who Should Attend?

  • Managers, Process Owners, Practitioners and Stakeholders who need to gain a thorough understanding of how to deploy and/or assess and improve root cause analysis and the Problem Management process in their organizations

Course Outline

Unit 1: A Brief Overview of ITIL v2 and v3

  • An Introduction to ITIL Processes, Lifecycle Stages, and the Role of IT Service Management

Unit 2: Incident Management Overview

  • Setting Up Incident Categorization to Enable Problem Management
  • Incident Management's Relationship to Services, Customers, and the Setting of Incident Priorities
  • Process Swim Lanes

Unit 3: Problem Management, In Depth

  • Inputs and Outputs of the Problem Management Process
  • Problem Management and Its Relationship to Other Service Management Processes
  • Problem Management's Major Activities
  • Benefits and Value to the Business
  • Proactive Problem Management: Trending Data
  • Problem-Logging and Categorization
  • Reactive Problem Management: Root Cause Analysis
  • How to Choose the Best Root Cause Analysis Technique(s)
  • Workarounds and Known Errors

Unit 4: Measuring Problem Management

  • Success Factors for Problem Management
  • Performance Indicators for Problem Management

Unit 5: Keys to Success

  • Key Factors for Success
  • Roles and Responsibilities

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

  • The Role of Assessment in the ITIL Continual Service Improvement Plan
  • Exercise: Assess the Maturity of Your Problem Management Process
  • Continuous Improvement: Your Road Map for Success
Calendar

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.
Request Info

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 1.800.248.5667.

View the Public Classroom FAQs.

Request Info

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 1.800.248.5667.
Aug 13, 2013
HDI, Virtual Classroom 		Problem Management On or before Jul 03, 2013:
Price: $545   Member price: $495

After Jul 03, 2013:
Price: $595   Member price: $545
Nov 12, 2013
HDI, Virtual Classroom 		Problem Management On or before Oct 02, 2013:
Price: $545   Member rice: $495

After Oct 02, 2013:
Price: $595   Member price: $545
 

HDI offers courses in cities throughout North America. Don’t see a class near you or when you would like to attend? Contact your Account Manager or find an HDI Partner to discuss your needs.


HDI Support Center Analyst

Date: 6/7 - 6/9/11

Location: Los Angeles Airport Marriott Hotel
5855 West Century Blvd.
Los Angeles, CA 90045

Full Course Description