ITIL® in Action: Mastering Problem Management

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.