This course is not currently offered by Global Knowledge. Information here is provided for reference only.

In this hands-on course, you will practice designing and implementing the ITIL Problem Management process, one of the key ITIL processes for increasing service quality and improving IT staff efficiency.

You will learn to identify problems, conduct a root cause analysis, and establish criteria for escalation and management of problems. You will discover best practices for communication about problems, and you'll learn to use Problem Management tools and techniques.

In a robust case study, you will analyze an organization and create a Problem Management process for that organization, gaining skills and techniques in class that you can apply to your own organization to establish Problem Management best practices.

What You'll Learn

• Develop your own ITIL-based Problem Management process
• Key considerations that can indicate process success or failure
• Specialized techniques for managing problems and determining their root cause
• Methods to accelerate teamwork for complex problems
• The important role the Service Desk and Incident Management play in Problem Management

Who Needs to Attend

• Anyone who has taken an ITIL Foundation course
• Anyone responsible for an ITIL implementation
• Problem Managers or anyone managing or supervising groups responsible for root cause analysis
• IT Managers
• Those who have taken Practitioner on Problem Management or ITIL Practitioner Support and Restore (IPSR) will find this course particularly relevant, as those courses are the theory and exam prep, and this course helps you put into practice what you learned for the exam

Prerequisites

• ITIL Foundation certification recommended

• ITILŪ Foundation

Follow-On Courses

• Our ITIL Workshop courses
• ITIL Intermediate courses

Course Outline

1. Problem Management: What it is and what it isn't

• Problems vs. incidents
• Difference between Problem Management and Incident Management
• Value of Problem Management

2. Analyzing your organization

• Problem Management activities
• Unique Problem Management skills, tools, and concepts
• Current Problem Management activities you can utilize

3. Identifying problems

• Problem detection and the sources of problems
  • Incident analysis
  • Vendors
  • Observations and analyses
• Reactive and proactive activities
• Problem categorization and prioritization

4. Common Problem Management tools and techniques

• Chronological analysis
• Pain-value analysis
• Kepner and Tregoe
• Brainstorming
• Ishikawa diagramming
• Pareto analysis

5. Conducting a root cause analysis

• Problem investigation and diagnosis activities
• Problem models
• Known errors
• Making changes to correct errors

6. Designing components of the Problem Management process

• Establishing problem escalation criteria
• Developing and managing work-arounds
• Working with Service Desk and Incident Management
• Major problems and the major problem review
• Performance indicators
• Interprocess relationships

7. Implementing a Problem Management process

• Organizational structures
• Choosing problem managers
• Planning your critical success factors
• Establishing KPIs