ITIL® practitioner
problem management

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

• Goal and mission

• Scope

• Concepts and key definitions

• Relationship with Incident Management

• Problem Management Activities

• Problem control

• Indentification and recording

• Classification

• Investigation and diagnosis

• Error control

• Problem Solving and Root Cause Analysis

• Kepner/Tregoe

• Brainstorming

• Flowcharting

• Lotus Blossom

• Mind Mapping

• Creative and Lateral Thinking

• Reactive and Proactive Problem Management

• Responsibilities

• Relationship management

• Negotiations

• Roles and Responsibilities

• Metrics

• Planning Considerations

• Benefits

• Costs

• Relationships with other processes

• Summary

• Examination

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February 5, 2012 | terms of use | ©2012 Fox IT, LLC. All rights reserved.

ITIL® is a Registered Trade Mark and a Registered Community Trade Mark of the Office of Government Commerce and is Registered in the US Patent and Trademark Office.