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Who will the course benefit?
Problem Management and other second/third level business / systems support staff.
Course Objectives
To show how IT Infrastructure Library (ITIL) and other related "best practices" help create problem management best value. If eligible, to take the ISEB Practitioner Certificate in Problem Management examination.
Skills Gained
This course will enable delegates to:
- Upgrade their Problem Management process and enhance its contribution to the ICT, Business and Service Development lifecycle.
- Implement support tools.
- Practice problem solving, chasing and prevention techniques.
Prerequisites
To be entered for the Practitioners examination leading to the certificate, you must be able to demonstrate at least one years experience in the Problem Management process and hold the Foundation Certificate in IT Service Management.
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
Examinations
The ISEB Practitioner Certificate in Problem Management examination is a closed-book, one hour, case study based, 25 questions 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. The pass mark is 65%.
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