ITIL Problem Management Practitioner Course
Course Description
This course builds on the general principles, covered as part of the ITIL® Foundation course (SMEV3 & SME). It provides practical guidance on the design, implementation and integration of an ITIL®-based Problem Management Process, within the context of an organisation’s overall business-focussed services framework.
Course pre-requisites:
This course is aimed at IT practitioners who wish to gain practical experience in the field of Problem Management, or who wish to extend their range of understanding of the subject.
Delegates should have at least one year of relevant IT experience and should have attained the Foundation Certificate in IT Service Management.
Delegates should have at least one year of relevant IT experience and should have attained the Foundation Certificate in IT Service Management.
Topics covered on the 3 day ITIL Problem Management Practitioner course
Planning for the implementation of Problem Management
Supporting the Incident Management process when the Service Desk is unable to do so independently
Defining, implementing and managing 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)
- raise remedial changes if necessary
Defining and agreeing incident and problem categories and priorities
Awareness of the support tools and techniques available for the implementation of Problem Management and be able to indicate how improvements can be made.
Preparing Problem Management reports for distribution throughout the organisation.
Co-ordinating, schedule, target and focus resources to the resolution of the most appropriate incidents and problems
Understanding the interdependencies between Problem Management and other IT and Service Management processes.
Course Classification:
Technical Training Course
This is an instructor led training course taught in a classroom based environment.
Scheduled course dates
| September 2010 | October 2010 | November 2010 | December 2010 | January 2011 |
| - | - | - | - | - |
View full schedule of ITIL Practitioner courses
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If you would prefer to run this course at your premises as you have several employees to place on the course perhaps, then we are also able to offer onsite ITIL Service Management Training and bespoke ITIL Service Management courses