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HDI - ITSM Consulting Company

Problem Management Principles

Certification

The HDI Problem Management Principles certification validates a professional’s ability to proactively identify, analyze, and resolve root causes of incidents to prevent recurrence and minimize business impact. This certification demonstrates expertise in implementing problem management frameworks, leveraging data to uncover trends, and collaborating across teams to drive continuous service improvement.

Achieving this certification signifies a commitment to reducing downtime, enhancing operational efficiency, and contributing to a resilient and high-performing IT service environment.

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Training

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
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