Define and Implement ITIL® Problem Management - 3 Day Workshop program

Course Overview

ITIL® is a set of best practices guidance that has become a worldwide-adopted framework for IT Service Management by many Public & Private Organizations. Since early 1990, ITIL® has been evolving from focusing on Functions and Processes under versions 1 and 2 to focusing on the Full Service Lifecycle Management under version 3.

This program will add a unique set of best practices knowledge to your skills; you will practice designing and implementing the ITIL Problem Management process, one of the key ITIL Service Operation processes.
Course participants will learn to identify problems, conduct a root cause analysis, and establish criteria for escalation and management of problems. Also, you will discover best practices in the use and communication of Problem Management tools and techniques. This workshop will enable you to analyze and create a Problem Management process, gaining skills and techniques that you can apply to your own organization to establish Problem Management best practices.

Duration

3 day classroom training

Delivery Methods

  • Instructor led Classroom based
  • Virtual Web based

Audience

IT professionals interested in understanding the content and concepts of ITIL® Problem Management process.

  • Anyone responsible or involved in an ITIL® Problem Management implementation
  • Problem Managers or anyone managing or supervising groups responsible for root cause analysis
  • IT Managers
  • ITIL® Practitioners

Prerequisites

  • General IT knowledge
  • Preferably
    • ITIL® Foundation
    • ITIL® Intermediate level certification in Incident Management

Course Objectives

  • Develop your own ITIL-based Problem Management process
  • Understand Critical Success Factors
  • Learn techniques for managing problems and determining their root cause
  • Work in a group or a team to handle complex problems
  • Better understand the role the Service Desk and Incident Management and their influence on in Problem Management

Course Contents

Working with ITIL® Problem Management process, the course outline includes theory, discussions, practical assignments and quizzes with relationship to:

  • The Practice of Service Management
  • Key Principles and Concepts of Service Management
    • Composition of a Service
    • Working with Suppliers
    • The 4 “Ps”
    • Delivering Quality Services
    • Organizing ITSM Activities
    • Function and Processes Across the Lifecycle
    • The Importance of Communication
    • Managing Conflicting Sets of Priorities
    • IT Functions Involved in Support of Problem Management Activities
    • Service Measurement and Reporting
    • Defining What to Measure
    • Using Measurements and Metrics
    • Service Reporting
    • Monitoring and Control
    • Types of Monitoring
    • Key Monitoring Process – Event Management
  • ITIL® Problem Management process
    • Purpose and Objectives
    • Scope of the Process
    • Value to Business
    • A Few Key Definitions
  • Problem Management Process Activities
    • Problem Detection
    • Problem Logging
    • Problem Prioritization
    • Problem Investigation and Diagnosis
    • Raising Known Error Records
    • Problem Resolution
    • Problem Closure
    • Handling Major Problems
    • Problems in the Development Environment
    • Proactive Problem Management
    • Trend Analysis
    • Preventive Activities
  • On-Going Process Activities and Considerations
    • Maintaining Problem Records
    • Monitoring and Tracking
    • Reporting
    • Process Review
    • Database Maintenance
    • Process Audits
  • Problem Management Process Triggers, Inputs and Outputs
    • Process Triggers
    • Process Inputs
    • Process Outputs
  • Problem Management Process Interfaces
  • Problem Management Roles and Responsibilities
  • Assigning Clear Roles and Responsibilities
  • Implementing Problem Management
  • Key Considerations
  • Key Steps to Plan for the Implementation of Problem Management
    • Start-Up Phase - Planning and Strategy
    • Conduct an Assessment
    • Identify Supported Services
    • Design the Process
    • Develop Policies and Procedures
    • Technology Selection and Integration
  • Problem Management Challenges and Risks
  • Problem Management tools and techniques
    • Chronological analysis
    • Pain-value analysis
    • Kepner and Tregoe
    • Brainstorming
    • Ishikawa diagramming
    • Pareto analysis

Program Material (handout)

This training program includes the following as reference documentation:

  • Instructor presentation

Simulation and Practical Application

We provide the students with real life experiences; we use the client issues and problem as “Case study” example for the purpose of discussion to show the value of using best practice.

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