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ITIL® in Action: Mastering Problem Management

Learn the concepts, principles, activities, and techniques to identify and manage problems using ITIL problem management techniques.

GK# 5882

Course Overview

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This course focuses on the practical adoption and application of a problem management process. In this course, you will learn how to apply various problem management techniques to identify and correct real-world problems using a case study. A series of exercises demonstrate how to identify and address real-world problems. You will learn how to identify and manage different aspects of problems in an IT organization using the situational approach given by ITIL.

The main focus areas of this course include:

  • Understand how the best practice describes a problem management process
  • Establish a situational approach to problem management
  • Use chronological analysis
  • Use pain value analysis
  • Use brainstorming
  • Use affinity mapping
  • Use the five whys
  • Use fault isolation
  • Use hypothesis testing
  • Use a technical observation post
  • Use Ishikawa diagrams
  • Use Pareto analysis
  • Effectively measure aspects of a problem management process

ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Schedule

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  • Delivery Format:
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What You'll Learn

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  • How the best practice describes a problem management process
  • Different problem situations and which problem management techniques are recommended for which situation
  • How to use various problem management techniques to identify problems
  • How to use various problem management techniques to select which problems to work on
  • How to define critical success factors for a problem management process
  • How to define effective measurements for a problem management process
  • How to create an action plan for problem management

Prerequisites

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  • ITIL Foundation certification (v3 or newer)
  • Two years of relevant work experience
  • To prepare for the class, we recommend that you review the ITIL 2011 publication Service Operation (2011 Edition, ISBN 978-0113313075)

Note: The ITIL Foundation certification is a prerequisite for this class as it provides a baseline understanding of ITIL terminology, lifecycle stages, and processes.

Who Should Attend

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  • CIOs, CTOs, managers, directors, supervisory staff, IT auditors, service management professionals, process designers, those involved in process improvement activities, and team leaders
  • Service designers, IT architects, planners, consultants, and security managers
  • Any other IT operations, technical, or IT management personnel requiring more information about how to identify and manage problems in an IT organization
  • Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT
  • Problem management personnel

Follow-On Courses

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