Problem Management

What you'll learn

• To understand the core concepts, goals, and activities of the problem management process.
• To differentiate between an incident and a problem and their relationship within IT service management.
• To identify and apply key diagnostic tools and techniques for effective problem detection.
• To understand the difference between reactive and proactive problem management activities.
• To effectively manage problems and positively influence the quality of IT services.
• To understand how the problem management process relates to other service management activities.

Who is this course for

This course is for all individuals involved in and responsible for the ongoing delivery of IT services, including:

• Service owners
• Service Desk supervisors
• Technical managers
• Application managers
• IT operations managers
• Problem managers
• Problem management process owners

Training scope

• Main concepts and overview of ITSM – IT service, service value, customer vs. user, availability, etc.
• Main processes throughout the Service Lifecycle phases
• Management of problems and known errors
  • Main concepts
  • Problem and know error lifecycle stages
  • Relationship between problem management and incident management process
• Process:
  • Goals and objectives
  • Inputs and outputs
  • Process flow
  • Main roles and responsibilities
  • KPIs and CSFs
  • Documentation
  • Known error database
  • Supporting tools
• Diagnostic and detection techniques:
  • Pareto analysis
  • Pain Value Analysis
  • Kepner-Tregoe
  • Ishikawa diagram
  • 5 Whys
  • Affinity Diagrams
• Group exercises and assignment