About this Event
Group Discounts:
- Save 10% when registering 3 or more participants
- Save 15% when registering 10 or more participants
About This Course
Duration: 2 Days (9:00 AM – 5:00 PM)
Delivery Mode: Classroom / In-Person Workshop
Language: English
Credits: 16 PDUs / Training Hours
Certification: Course Completion Certificate Provided
Refreshments: Lunch, tea/coffee, and snacks included
Course Overview
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 Objectives
- 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
Target Audience
- 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
Why choose this course?
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 and is based on the concepts, Principles, and Best Practices found in various ITSM frameworks, including ITIL, ISO/IEC 20000, and COBIT.
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This two-day workshop can be delivered in a classroom or virtual format to support team learning and consistent understanding of problem Management best practices.
📧 Contact us today to schedule a customized in-house, face-to-face session at
Agenda
Day 1
Module 1: IT Service Management
Info: ● IT Service Management
● Functions and Processes
Module 2: Service Restoration Overview
Info: ● Service Restoration
● Service Restoration Processes
● Incident and Problem Management
● Common Process Activities
Module 3: Problem Management
Info: ● Problem Management Overview
● Detection and Categorization
● Investigation and Diagnosis
● Resolution
● Closure
● Major Problem Review
Module 4: Roles and Responsibilities
Info: ● Primary Problem Management Roles
● Complementary Roles
● Responsibility, Accountability, Consulted, and Informed Model
Day 2
Module 5: Relationships
Info: ● Relationship to ITSM Processes
● Relationship to ITSM Functions
Module 6: Root Cause Analysis (RCA) Techniques
Info: ● Simple RCA Techniques
● More Complex RCA Techniques
Module 7: Measuring Problem Management
Info: ● Metrics
● Common Problem Management Process Metrics
Module 8: Problem Management Road Map
Info: ● Road Map
● Process Maturity Assessment
● Process Assessment Report
● Establishing the Target Maturity Level
● Creating the Improvement Plan
● Problem Management Challenges
Event Venue & Nearby Stays
regus ON, Ottawa - Albert & Metcalfe, 116 Albert Street Suite 200 & 300, Ottawa, Canada
CAD 1210.17 to CAD 1551.72
