COURSE DESCRIPTION: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.
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
ITSM frameworks, including ITIL, ISO/IEC 20000, and COBIT.
LEARNING GOALS:
The roles and responsibilities of the problem Management professional
The importance of detection, prioritization, and categorization Best
Practice frameworks and standards for ITSM Methods for investigation
and diagnosis What service restoration is, in terms of incident and
problem Management Problem Management Process relationships The
problem Management activity flow The relationships between knowledge
Management, known errors, and workarounds The differences between
reactive and proactive problem Management The interdependencies
between incident and problem Management Critical success factors and
key performance indicators for problem Management Proven methodologies
for conducting root cause analysis The problem Management road map and
how to use it in your organization
COURSE AGENDA:
DAY 1
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
DAY 2
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 Assesment
● Process Assesment Report
● Establishing the Target Maturity Level
● Creating the Improvement Plan
● Problem Management Challenges
WHO CAN ATTEND?
● Individuals who are preparing for the HDI Problem
Management Professional certification exam
● Individuals who are working or plan to work within problem
Management, whether in a technical, managerial, or operational role
culture
sports
1137
Views
15/08/2020 Last update
Regus - Massachusetts, Boston Independence Wharf
470 Atlantic Avenue, 4th floor, Boston, 2210, MA, US