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Problem Management

This bespoke training covers such topics as challenges, benefits and risks connected to the problem management process in IT services as well as those concerning the relations between processes and techniques and tools useful in the diagnosis and solving of problems.


In-depth understanding of the ITIL guidance needed to apply best practices connected with problem management process in an IT organization


All the people involved in and responsible for the ongoing delivery of IT services: Service owners, Service Desk supervisors, Technical managers, Application managers, IT operations managers, Problem managers, Problem management process owners.


Mix of instructor-led training, hands-on exercises and group workshop

  • At the end of this course participants will know and understand:
    • main concepts, goals and activities of problem management process
    • relationships between problem management process and other processes supporting service management activities
    • the difference between problem and incident
    • diagnostic tools and techniques in problem detection
    • the difference between reactive and proactive problem management activities
    • influence of effective and efficient problem management process on the quality of IT services

Tailor-made content of training addressing customer needs, classes conducted by a trainer experienced in IT service management, printed course materials , set of assignments and scenarios (where needed); catering (refers to classes located in Sii), certificates of completion of training.

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
    • RRelationship 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
  • The number of participants : 8-15 people
  • Duration : 1 day
  • Language : Polish/English
  • Course material : English

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