ITIL Practitioner Certificate in Problem Management

Duration: 3 days 

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The goal of Problem Management is to minimise the impact of Incidents and Problems on the business and seeks to proactively prevent the occurrence of further Incidents and Problems using analysis tools.

This qualification covers the Service Management discipline of Problem Management as described in the IT Infrastructure Library (ITIL®) Service Support book.

The qualification also covers ITIL® Service Management principles in general, and the interdependencies between these and Problem Management.

Who should attend this course?
This 3 day course is for IT professionals who are involved in the design and day to day operation of the Problem Management processes wishing to attain a qualification in this area of Service Management.

Prerequisites
Delegates must hold a v2 or v3 Service Management Foundation certificate as well as at least one years experience working within an IT Support environment, particularly within the sphere of Problem Management.

Format
The format of the training is highly interactive, designed to present the information in memorable, manageable segments.  Throughout the course, delegates understanding of the material will be tested, through the use of exercises, case study based assignments an examination style questions.

• Plan for the implementation of Problem Management
• Support the Incident Management process through the management and resolution of incidents when the Service Desk is unable to do so independently
• Define, implement and manage the following activities: carry out an incident analysis, identify and create a problem record, diagnose the cause of problems, identify problem resolutions, assign known errors to the appropriate configuration item(s) and raise remedial changes if necessary
• Define and agree incident and problem categories and priorities
• Be aware of the support tools and techniques available for the implementation of Problem Management and be able to indicate how improvements can be made
• Analyse incident and problem reports and statistics to determine trends, identify weak areas and propose resolutions to reduce the number of incidents, by proactively identifying and preventing possible problems
• Prepare Problem Management reports for distribution throughout the organisation.

Qualification
ISEB Practitioner Certificate in Problem Management.

Pre Course Work
A Case Study and some pre course reading will be supplied which will be used throughout the course as well as during the final examination.  Delegates should familiarise themselves with the details of the case study before attendance at the course.

Examination
On the final day of the course delegates will take two examinations.  The first is a one hour and fifteen minute written assignment (essay style). The second is a one hour closed-book multiple-choice paper consisting of 25 questions. The questions will be based on the Case Study and a set of discipline specific appendices.

Delegates must achieve a minimum of 50% in each exam, and a combined overall total of 65%.

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or, call: 0161 942 2126