The Principles of Problem Management expands the best practices elements of the Problem Management Practice. Additionally, this course provides a more detailed look at the Problem Management process steps.

Familiarize yourself with the benefits and value of operating a Problem Management Practice within an organization. The Problem Management Practice enables increased service availability and customer satisfaction.

This 2-day class helps reinforce the importance of the Problem Management process in preventing future incidents from happening and to minimize the impact of incidents that cannot be prevented. Problem Management manages identified problems related to IT supported business services, both in proactive and reactive modes.

We present experience-based, practical guidance, and examples for successfully implementing best practice methodologies for Problem Management.

We are pleased to announce that, effective April 2024, an updated Problem Management Principles exam has been released. Read more about it on the exam tab below.

What You Will Learn

  • Problem management concepts review
  • Problem management process roles and responsibilities and process governance policy
  • Problem management process steps
  • Measurement and continual improvement within problem management

Who Should Attend?

  • Problem Management Practice/Process Managers
  • Practitioners and Stakeholders who want to gain a better understanding of the Problem Management Practice and process

Course Outline

Module 1: Problem Management Concepts

  • Understand the problem management process and practice purpose
  • Understand the value in operating a problem management process
  • Examine the activities within the scope of problem management
  • Review problem management definitions

Module 2: Change Management Process Steps

  • Understand when to engage the problem management process
  • Explore the problem management process flow
  • Explore potential sources of problems
  • Examine each process step in detail

Module 3: Process Roles and Responsibilities and Process Governance Policy

  • Explore the process RACI chart
  • Understand key roles and responsibilities in problem management
  • Understand the need for polices governing the process execution

Module 4: Measuring the Process and Continual Improvement

  • Explore examples of best practice measurements for process performance
  • Examine the importance of continual improvement to the problem management practice

Virtual Classroom

Price: $1,929

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 6-1/2 hours over 2 days.
  • Learn only what you need to with targeted, topic-specific courses.
  • Ask questions and interact with the instructor.

View the Virtual Classroom FAQs


Request Info

Private Group Training

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 22, 2024 - Aug 23, 2024
HDI, Virtual Classroom
Problem Management Principles Price: $1,929.00 More Info Add to Cart
Only 2 seats left
Oct 07, 2024 - Oct 08, 2024
HDI, Virtual Classroom
Problem Management Principles On or before Aug 12, 2024 :
Price: $1,829.00

After Aug 12, 2024 :
Price: $1,929.00
More Info Add to Cart

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 to discuss your needs.

Certification Exam

The Problem Management Principles certification exam is included with training purchased directly from HDI. All learners are provided a 12-week window in which to take the exam.

The certification exam is based on the Certification Standard and is delivered online through the HDI Community Learning Portal.

The Problem Management Principles exam consists of 40 multiple choice questions and must be completed in 60 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 Problem Management Principles certification exam. This information is provided to help you focus as you prepare for the exam.

Category PMPR Weighting %
IT Service Management 10%
Problem Management Concepts 20%
Problem Management Process Steps 25%
Process Roles, Responsibilities, and Governance
Process Measurement and Continual Improvement
Problem Management Relationships with IT Service Management Practices

Exam Extensions

Add To Cart

A 28-day extension is available for an online exam for a fee of $50.


Exam Retakes

Add To Cart

Exam retakes can be purchased for a fee of $99.


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