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I6004 - ITIL Practitioner Problem Management - 3 days
[ Course Schedule ] ITIL Practitioner Problem Management is a three-day instructor-led course that:
Provides guidance on the design and implementation of an ITIL-based problem management process
Prepares students to pass the Problem Management Practitioner exam
duration
3 days
level
Intermediate
prerequisites
Students must hold a Foundation Certificate in IT Service Management.
examination
This course includes the exam leading to the Practitioner Certificate in IT Service Management, Problem Management
course materials
All students receive a course manual
course syllabus
- Introduction to Service Management
- Introduction to Problem Management:
o Goal and mission
o Scope
o Concepts and key definitions
o Relationship with Incident Management
- Problem Management Activities:
o Problem control
o Indentification and recording
o Classification
o Investigation and diagnosis
o Error control
- Problem Solving and Root Cause Analysis:
o Kepner/Tregoe
o Brainstorming
o Flowcharting
o Lotus Blossom
o Mind Mapping
o Creative and Lateral Thinking
- Reactive and Proactive Problem Management:
o Responsibilities
o Relationship management
o Negotiations
- Roles and Responsibilities
- Metrics
- Planning Considerations:
o Benefits
o Costs
o Relationships with other processes
Contact the training coordinator for pricing and details at 613-563-NOVA (6682)
Ext:267 0r training@novaknowledge.com
Nova Networks can also customize this course to topics of your choice which will reduce the course cost.
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