Course Description:

The HDI Problem Management Professional certification is intended for those who wish to gain a working knowledge of industry Best Practices related to problem Management. It is ideal for IT professionals who are working or are planning to work within problem Management, whether in a technical, managerial, or operational role. 

The responsibilities of problem Management professionals vary from organization to organization, but they often include: assisting with the planning and implementation of the problem Management Process; performing both reactive and proactive problem Management; prioritizing and categorizing problems; investigating and diagnosing the problems; coordinating and/or executing root cause analysis; developing workarounds; and proposing changes to resolve issues. 

The HDI Problem Management Professional Certification Standard is based on the concepts, Principles, and Best Practices found in various ITSM frameworks, including ITIL, ISO/IEC 20000, and COBIT. 

Learning Goals:

The roles and responsibilities of the problem Management professional The importance of detection, prioritization, and categorization Best Practice frameworks and standards for ITSM Methods for investigation and diagnosis What service restoration is, in terms of incident and problem Management Problem Management Process relationships The problem Management activity flow The relationships between knowledge Management, known errors, and workarounds The differences between reactive and proactive problem Management The interdependencies between incident and problem Management Critical success factors and key performance indicators for problem Management Proven methodologies for conducting root cause analysis The problem Management road map and how to use it in your organization 

Course Agenda:

Day 1

Unit 1 : IT Service Management

●     IT Service Management

●     Functions and Processes

Unit 2 : Service Restoration Overview

●     Service Restoration

●     Service Restoration Processes

●     Incident and Problem Management

●     Common Process Activities

Unit 3 : Problem Management

●     Problem Management Overview

●     Detection and Categorization

●     Investigation and Diagnosis

●     Resolution

●     Closure

●     Major Problem Review

Unit 4 : Roles and Responsibilities

●     Primary Problem Management Roles

●     Complementary Roles

●     Responsibility, Accountability, Consulted, and Informed Model

 Day 2

 Unit 5 : Relationships

●     Relationship to ITSM Processes

●     Relationship to ITSM Functions

Unit 6 : Root Cause Analysis (RCA) Techniques

●     Simple RCA Techniques

●     More Complex RCA Techniques

Unit 7 : Measuring Problem Management

●     Metrics

●     Common Problem Management Process Metrics

Unit 8 : Problem Management Road Map

●     Road Map

●     Process Maturity Assesment

●     Process Assesment Report

●     Establishing the Target Maturity Level

●     Creating the Improvement Plan

●     Problem Management Challenges

Who Can Attend?

●     Individuals who are preparing for the HDI Problem Management Professional certification exam

●     Individuals who are working or plan to work within problem Management, whether in a technical, managerial, or operational role