Problem Management Professional 2 Days Training in Cincinnati, OH

201 East 5th Street,Cincinnati OH 45202

20 May, 2021

Description

Our classroom training provides you the opportunity to interact with instructors and benefit from face-to-face instruction. 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. Target Audience: Individuals who are preparing for the HDI Problem Management Professional certification examIndividuals who are working or plan to work within problem Management, whether in a technical, managerial, or operational roleLearning 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 Course Agenda: Day 1 Unit 1: IT Service Management IT Service ManagementFunctions and ProcessesUnit 2: Service Restoration Overview Service RestorationService Restoration ProcessesIncident and Problem ManagementCommon Process ActivitiesUnit 3: Problem Management Problem Management OverviewDetection and CategorizationInvestigation and DiagnosisResolutionClosureMajor Problem ReviewUnit 4: Roles and Responsibilities Primary Problem Management RolesComplementary RolesResponsibility, Accountability, Consulted, and Informed ModelDay 2 Unit 5: Relationships Relationship to ITSM ProcessesRelationship to ITSM FunctionsUnit 6: Root Cause Analysis (RCA) Techniques Simple RCA TechniquesMore Complex RCA TechniquesUnit 7: Measuring Problem Management MetricsCommon Problem Management Process MetricsUnit 8: Problem Management Road Map Road MapProcess Maturity AssessmentProcess Assessment ReportEstablishing the Target Maturity LevelCreating the Improvement PlanProblem Management Challenges