To show how IT Infrastructure Library (ITIL®) and other related "best practices" help create problem management best value. If eligible, to take the ISEB Practitioner Certificate in Problem Management examination.

Course Content

Revision of IT Infrastructure management and Service Management
- Background to the IT Infrastructure Library (ITIL®).
- The Service Management Processes.
- The Service Support cycle.

Incident Management

• The relationship between Service Desk, Incident Management and Problem Management.
• Definitions of Incident, Problem, Known Error and RFC. \
• The Incident Management process.
• How Incident Management supports Problem Management.

The Problem Management Process

• The purpose and aims of Problem Management.
• Reactive Problem Management.
• Proactive Problem Management.
• The interfaces and dependencies with other Service Management processes.

Techniques for problem analysis

• Generic problem analysis techniques such as Pareto, Ishikawa, CFIA, KT / DPI

Selecting Support Tools

• Choosing and evaluating appropriate support tools and techniques.
• Justifying and procuring support tools and techniques.
• Implementing support tools and techniques.

Reporting

• Identifying the requirements for Problem Management related reports in an organization.
• Types of Problem Management reports.
• The Key Performance Indicators (KPIs) of Problem Management.

Preventative Problem Management and Availability Management

• Trend analysis.
• Tools and techniques for trend analysis.
• Initiating change requests.

Process planning and improvement

• Process planning lifecycle.
• Process improvement lifecycle.

In course Assignment

• ISEB invigilated examination

What skills will the delegate gain?

This course will enable delegates to:

• Upgrade their Problem Management process and enhance its contribution to the ICT, Business and Service Development lifecycle
• Implement support tools.
• Practice problem solving, chasing and prevention techniques.

Who will the course benefit?

Problem Management and other second/third level business /systems support staff.