Training Course: ITIL Problem Management Practitioner (inc exam)

Training Course Summary:

This three-day instructor-led highly interactive course consists of formal lectures, discussions, presentations, exercises, exam preparation and the ISEB Practitioners examination in Problem Management. The course focuses on the effective resolution of problems using the ITIL Problem Management process and supporting best practice disciplines. The course is designed for delegates with more than one year’s experience in a problem management environment.

On completion, participants will understand the important role Problem Management plays in the delivery of IT services. They will appreciate why Problem Management need to be able to resolve problems as quickly and efficiently as possible in order to have efficient computer services for the customers.

In order to obtain the Problem Management Practitioner qualification, candidates must undertake an in-course assignment and sit a one hour closed-book multiple-choice paper consisting of 25 questions. Both examination elements, and course materials, are based on the same Case Study – so candidates have the opportunity to familiarise themselves with it before the exam.The examination will be invigilated by an ISEB invigilator, and will normally be held on-site at the conclusion of the course.To obtain the Certificate, candidates must pass each element (assignment and examination) with at least 50%, and obtain a combined total of 65%.

The course follows the ISEB syllabus of 30% slide presentation and 70% exercise. syndicate and assignment work.

Pre-Requisites:

The following are required before attending this course

Mandatory attendence at an ISEB accredited training course and successfully complete the in-course assignment
IT Practitioner with a minimum of one year's general IT experience and at least one year's experience in an IT Service Management environment either as a practitioner, supervisor or manager
IT practitioner with a number of years experience in a specialised service management discipline aiming to take on a supervisory / managerial role
Responsibility for the execution and maintenance of a specific ITSM process or processes within the context of the organisation's business policies and procedures
The ability to communicate effectively with managers, subordinates, colleagues, users and customers at all levels of seniority
Holder of the Foundation Certificate in IT Service Management

Training Course Overview/Content:

Plan for the implementation of Problem Management
Support the Incident Management process
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
Understand the support tools and techniques available
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
Co-ordinate and allocate resources to the resolution of incidents and problems
Understand the interdependencies between Problem Management and other IT
and Service Management processes
ISEB Practioners Certificate in Problem Management
Introduction


Goal, scope and objectives of Problem Management
Continuous Service Improvement
Planning to Implement
Problem Control

Problem Solving
Recording Information
Error Control

Managing Errors
Raising Request for Change
Proactive Problem Management

Trend Analysis
Problem Reviews
Targeting Preventative Action
Managing the Process

Problem solving and recording information
Roles and Responsibilities
Skills
Benefits, costs and problems
Tool requirements and procurement
Interfaces to other processes and functions
Auditing and reviewing Problem Management
Management Information


Reporting
Key Performance Indicators
Metrics
Cascading information to the organisation