HDI Problem Management Professional (HDI-PM)

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

<b>Price: </b>$1,699

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.

View the Virtual Classroom FAQs

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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.

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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.

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Certification Exam

The certification exam is included with training purchased directly from HDI. The exam must be completed within 6 weeks of purchase.

The certification exam is based on the 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 %

Exam Extensions

Add To Cart

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

Exam Retakes

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

Exam Insurance

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Exam insurance now available.

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Practice Test

Price: $79.00

HDI practice tests provide additional preparation for HDI certification exams. Once you complete a practice test, a report is provided that lists the questions missed and what competency within the HDI Standard you should review.

• Each practice test is 30 questions and must be completed in 35 minutes
• You may take multiple tests
• Each practice test is randomly generated from a pool of test questions

View the Practice Tests FAQs.

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