HDI Problem Management Professional course

HDI Problem Management Professional

Course Overview:

The responsibilities of problem management professionals vary from organization to organization, but they often include: assisting with the planning and implementation of the problem management process; performing both reactive and proactive problem management; prioritizing and categorizing problems; investigating and diagnosing the problems; coordinating and/or executing root cause analysis; developing workarounds; and proposing changes to resolve issues.
The HDI Problem Management Professional Certification Standard is based on the concepts, principles, and best practices found in various IT service management (ITSM) frameworks, including ITILĀ®, ISO/IEC 20000, and COBITĀ®.
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.

Course Objectives:

Best practice frameworks and standards for ITSM
Service restoration from an incident and problem management perspective
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
Course Pre-Requisite

Course Outline
1. IT Service Management
IT Service Management
Functions and Processes
2. Service Restoration Overview
Service Restoration
Service Restoration Processes
Incident and Problem Management
Common Process Activities
3. Problem Management
Problem Management Overview
Detection and Categorization
Investigation and Diagnosis
Resolution
Closure
Major Problem Review
4. Roles and Responsibilities
Primary Problem Management Roles
Complementary Roles
Responsibility, Accountability, Consulted, and Informed Model
5. Relationships
Relationship to ITSM Processes
Relationship to ITSM Functions
6. Root Cause Analysis (RCA) Techniques
Simple RCA Techniques
More Complex RCA Techniques
7. Measuring Problem Management
Metrics
Common Problem Management Process Metrics
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
Certification Exams
N/A
Next Steps
Speak with our National Account Managers for information.

Delivery Modalities:

  • Live Instructor-Led
  • Live Online Instructor-Led

Delivery Methods:

  • Individual Training
  • Group Training
  • Onsite-Private Training
  • Hybrid Training

Course Days: 2 Days

Course Schedules:

Call us for schedules Tel: 1-800-618-6778

Price: $2200.00 US

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