Problem Management (PRM)
| Overview | The Problem Management team are the focal point for the prevention and resolution of all IT service problems. They take responsibility for the business and technical impact of any IT Service incidents. This course teaches the best practice processes and skills used to carry out the problem manager role efficiently and effectively. Delegates will find that the competencies developed on the course are recognised worldwide. |
| Duration: | 3 days |
| Audience | Problem Management and other second/third level business/systems support staff. |
| Candidate Pre-requisites: | At least one year's experience in the Problem Management process. ISEB Foundation Certificate in IT Service Management. |
| Relevant Certifications | The ISEB Practitioner Certificate in Problem Management examination is a closed-book, one hour, case study based, 25 question multiple-choice paper. This accounts for 50% of the overall marks. The remaining 50% is derived from a 75 minute in-course assessed Case Study assignment. Both parts of the examination are taken during the course and ratified by ISEB within 6 weeks. |
| Course Content | Revision of IT Infrastructure management and Service Management - Background to the IT Infrastructure Library (ITIL). The Service Management Processes. The Service
Support cycle. Incident Management - The relationship between Service Desk, Incident Management and Problem Management. Definitions of Incident, Problem, Known Error and RFC. The Incident Management process. How Incident Management supports Problem Management. The Problem Management Process - The purpose and aims of Problem Management. Reactive Problem Management . Proactive Problem Management. The interfaces and dependencies with other Service Management processes. Techniques for problem analysis - Generic problem analysis technique. Pareto. Ishikawa. CFIA. Funnel. Kepner Tregoe. Selecting Support Tools - Choosing and evaluating appropriate support tools and techniques. Justifying and procuring support tools and techniques. Implementing support tools and techniques. Reporting - Identifying the requirements for Problem Management related reports in an organization. Types of Problem Management reports. The Key Performance Indicators (KPIs) of Problem Management. Preventative Problem Management and Availability Management - Trend analysis. Tools and techniques for trend analysis. Initiating change requests. Process planning and improvement - Process planning lifecycle. Process improvement lifecycle. In course Assignment ISEB invigilated examination |
Please contact us by telephone on +44 (0) 1344 488123 or email
on info@piit.co.uk for
booking or further information.
» Read Our Customer
Success Stories
» White Paper:
Managing your IT Assets
[ PDF 408 KB ]
» Subscription Services
Delivering Service
Management
[ PDF 219 KB ]
