ITIL Practitioner - Problem Management

IT managers and staff looking to apply structured techniques to minimise the impact of Incidents and Problems on the business and to actively prevent the occurrence of further Incidents and Problems.

As part of a problem management team, you are the focal point for the prevention and resolution of all IT service problems and their business and technical impacts. The "best practice" processes and skills used on this course will help you do so. As it is based on the ISEB syllabus and qualification for the "Practitioner Certificate in IT Problem Management" you will find that the competencies developed on the course are recognised worldwide.

 

Successful delegates will be able to demonstrate their competence in, and their ability to:

• Plan for the implementation of Problem Management
• Support the Incident Management process through the management and resolution of incidents when the Service Desk is unable to do so independently
• Define, implement and manage the following activities: carry out an incident analysis, identify and create a problem record, diagnose the cause of problems, identify problem resolutions, assign known errors to the appropriate configuration item(s) and raise remedial changes if necessary
• Define and agree incident and problem categories and priorities
• Be aware of the support tools and techniques available for the implementation of Problem Management and be able to indicate how improvements can be made
• Analyse incident and problem reports and statistics to determine trends, identify weak areas and propose resolutions to reduce the number of incidents, by proactively identifying and preventing possible problems
• Prepare Problem Management reports for distribution throughout the organization
• Co-ordinate, schedule, target and focus resources to the resolution of the most appropriate incidents and problems
• Understand the interdependencies between Problem Management and other IT and Service Management processes, interdependencies between these and Problem Management.

To be entered for the Practitioner’s examination leading to the certificate, you must be able to demonstrate at least one year’s experience in the Problem Management process and hold the ITIL Foundation Certificate in IT Service Management.

• Revision of IT Infrastructure management and Service Management
• Incident Management
• The Problem Management Process
• Techniques for problem analysis
• Selecting Support Tools
• Reporting
• Preventative Problem Management and Availability Management
• Process planning and improvement
• In course Assignment
• ISEB invigilated examination

The ISEB Practitioner Certificate in Problem Management  examination consists of a closed-book, one hour, case study based, 25 questions multiple-choice paper. This is taken at the end of the course and accounts for 50% of the overall marks. The remaining 50% is derived from a 75 minute in course assignment.