NES AIM Academy Courses
Duration: 2 days
Description
This 2 day course is for IT professionals who are involved in the implementation or operation of an IT Problem Management function and wish to understand the practical issues involved in implementing the process to the guidelines laid out in the IT Infrastructure Library (ITIL®).
Structure
The format of the event is highly interactive and designed to present the information in memorable, manageable segments. Through the use of exercises and facilitated group discussion, delegates will be given full opportunity to test their understanding of the theory and the practical challenges they are likely to face as they put the theory into practice.
Course Documentation
Each delegate will receive a comprehensive course handout containing all of the course slides and full supporting documentation.
Course Content
Introduction to Service Management
- The place and case for ITIL®
- Achieving a service culture
- An overview of the integrated ITIL® approach and the position of Problem Management
Preparation
- Setting the goal
- Making the case for Problem Management
- Gaining Management Commitment
Designing the Function
- Vision, role and objectives
- The Problem Management Toolkit – evaluating and selecting
- Team structures – Permanent, part-time, matrix
- Staffing the function
- Building the team – roles and responsibilities
- Essential, desirable and non-desirable skills and attributes
- Selection, recruitment and retention
Communication
- Establishing key interfaces and relationships
- Monitoring, reporting and reviewing
Supporting and Supported Processes and Functions
- Service Desk and Incident Management
- Availability and IT Service Continuity
- Service Level Reporting and Service Level Management
Operation
- Designing an Operational Level Agreement
- Sustaining Peak performance
- Developing a Service Improvement Plan
