Course details
ITIL® V2 Problem Management Practitioner
3 days
Forthcoming dates for this course
We don't have any public sessions lined up at the moment, but if you would like The Grey Matters to conduct a private course within your organisation, please contact us for more details.
As a result of attending this 3 day ISEB Practitioner course in Problem Management 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
At the end of the course there is a written assignment and multiple-choice exam.
A pre-requisite of attending this course is to hold the ITIL® Foundation Certificate.
