HDI Problem Management Professional (HDI-PM)


"Deborah is an excellent instructor. Witty and very personable."
--Drew McIntyre ,  MIC, Inc.
This course was developed in partnership with Propoint Solutions.

Certification

The HDI Problem Management Professional certification is intended for those 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.

Training

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?

  • Individuals who wish to be certified in problem management
  • Individuals who are working or plan to work within problem management, whether in a technical, managerial, or operational role
  • Individuals who are preparing for the HDI Problem Management Professional certification exam

Course Outline

Unit 1: IT Service Management

  • IT Service Management
  • Functions and Processes

Unit 2: Service Restoration Overview

  • Service Restoration
  • Service Restoration Processes
  • Incident and Problem Management
  • Common Process Activities

Unit 3: Problem Management

  • Problem Management Overview
  • Detection and Categorization
  • Investigation and Diagnosis
  • Resolution
  • Closure
  • Major Problem Review

Unit 4: Roles and Responsibilities

  • Primary Problem Management Roles
  • Complementary Roles
  • Responsibility, Accountability, Consulted, and Informed Model

Unit 5: Relationships

  • Relationship to ITSM Processes
  • Relationship to ITSM Functions

Unit 6: Root Cause Analysis (RCA) Techniques

  • Simple RCA Techniques
  • More Complex RCA Techniques

Unit 7: Measuring Problem Management

  • Metrics
  • Common Problem Management Process Metrics

Unit 8: Problem Management Road Map

  • Road Map
  • Process Maturity Assessment
  • Process Assessment Report
  • Establishing the Target Maturity Level
  • Creating the Improvement Plan
  • Problem Management Challenges
Calendar

Virtual Classroom


Member Price: $1,595 | Price: $1,695

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 eight hours a day for two days.
  • Learn only what you need to with targeted, topic-specific courses.
  • Ask questions and interact with the instructor.

Calendar

Public Classroom


Member Price: $1,595 | Price: $1,695

Facilitated by a faculty member, this two-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.


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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.

Learn More

Certified Instructor Program


HDI can certify your in-house instructor to deliver HDI courses to your staff. Purchase student kits, which include official HDI courseware and a certification exam, when training is scheduled.

This program is ideal for companies training more than 50 support staff annually and those that include HDI training and certification in their new-hire programs.

  • Learning is facilitated by someone who knows your business intimately.
  • Your instructor can customize specific areas (e.g., show actual company reports).
  • Your company controls the training schedule.
  • To learn more about this program, contact an account manager or call 1.800.248.5667.

Jun 02, 2014 - Jun 03, 2014
Los Angeles, CA
HDI Problem Management Professional On or before Apr 22, 2014:
Price: $1595   Member price: $1495

After Apr 22, 2014:
Price: $1695   Member price: $1595
Jul 09, 2014 - Jul 10, 2014
HDI, Virtual Classroom
HDI Problem Management Professional On or before May 29, 2014:
Price: $1595   Member price: $1495

After May 29, 2014:
Price: $1695   Member price: $1595
Jul 21, 2014 - Jul 22, 2014
Toronto, ON
HDI Problem Management Professional On or before Jun 10, 2014:
Price: $1595   Member price: $1495

After Jun 10, 2014:
Price: $1695   Member price: $1595
Aug 18, 2014 - Aug 19, 2014
New York, NY
HDI Problem Management Professional On or before Jul 08, 2014:
Price: $1595   Member price: $1495

After Jul 08, 2014:
Price: $1695   Member price: $1595
Sep 18, 2014 - Sep 19, 2014
Calgary, AB
HDI Problem Management Professional On or before Aug 08, 2014:
Price: $1595   Member price: $1495

After Aug 08, 2014:
Price: $1695   Member price: $1595
Sep 22, 2014 - Sep 23, 2014
Chicago, IL
HDI Problem Management Professional On or before Aug 12, 2014:
Price: $1595   Member price: $1495

After Aug 12, 2014:
Price: $1695   Member price: $1595
Oct 18, 2014 - Oct 19, 2014
National Harbor, MD
HDI Problem Management Professional Price: $1695   Member price: $1595
Oct 23, 2014 - Oct 24, 2014
Ottawa, ON
HDI Problem Management Professional On or before Sep 12, 2014:
Price: $1595   Member price: $1495

After Sep 12, 2014:
Price: $1695   Member price: $1595
Nov 12, 2014 - Nov 13, 2014
HDI, Virtual Classroom
HDI Problem Management Professional On or before Oct 02, 2014:
Price: $1595   Member price: $1495

After Oct 02, 2014:
Price: $1695   Member price: $1595
Dec 03, 2014 - Dec 04, 2014
Montreal, QC
HDI Problem Management Professional On or before Oct 23, 2014:
Price: $1595   Member price: $1495

After Oct 23, 2014:
Price: $1695   Member price: $1595
Dec 08, 2014 - Dec 09, 2014
Atlanta, GA
HDI Problem Management Professional On or before Oct 28, 2014:
Price: $1595   Member price: $1495

After Oct 28, 2014:
Price: $1695   Member price: $1595
 

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.


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Certification Exam


Price: $225.00

The certification exam is included with training purchased directly from HDI. It may also be purchased separately. The exam must be completed within 12 weeks of purchase.

The certification exam is based on the HDI Problem Management Professional (HDI-PM) Certification Standard and is delivered online through the HDI Learning Center.

Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80 percent is required to pass a certification exam, unless otherwise published. Individuals who achieve the passing score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards.

Our courses are developed from the certification standards and are designed to assist a student in preparing for an HDI certification exam. They reinforce the core concepts of the certification standards and provide skills-building opportunities for the attendees

Exam Weighting


The certification exam is randomly generated from a pool of pre-authorized exam questions. As a result, each certification exam is different. The questions have been classified by the categories of the HDI Standard. The certification exam is designed to test the candidate’s knowledge in each category.

The number of questions presented from each category is based on the certification weighting. When the time available to study prior to taking a certification exam is limited, consider the certification weighting and review the categories with the highest allocations.

The following table represents the weighting for each of the standards categories within the   certification exam. This information is provided to help you focus as you prepare for the exam.

Category Weighting %
IT Service Management 5 %
Service Restoration Overview 10 %
Problem Management Overview 20 %
Problem Management Activities     20 %
Process Measurements 15 %
Roles and Responsibilities 20 %
Developing a Problem Management Road map 10 %

 A 28-day extension is available for an online exam for a fee of $50. Exam retakes can be purchased for a fee of $99. Contact the HDI Customer Care Center at 1.800.248.5667.


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Standard


Price: $29.00

HDI Standards are developed by the International Certification Standards Committee to define the knowledge an individual is expected to comprehend in a specific role. HDI certification exams are based on the standard. The standard can be used as a self-study tool for individuals preparing to take a certification exam.

If you are a member, you may download the standard or you can purchase the HDI Problem Management Professional (HDI-PM) Certification Standard for $29.


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
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