Problem Management

Course objectives

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

Benefits

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

Training scope

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.
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

Audience

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.