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Problem Management Practitioner
At the end of this course the candidate will be able to demonstrate:
The definition of Incident Management's relationship to Problem Management: matching incidents to known errors and outstanding problems
Understanding of the Problem Management process, and description of Problem and Error Control activities
Understanding of how to establish proactive Problem Management within an organisation
The role of Availability Management in Problem Management
Change Management's relationship to Problem Management: establishing a cost benefit and establishing permanent structural solutions
The definition of the various sub-activities within both reactive and proactive Problem Management
The use of Problem Management Metrics and Management Information within an organisation
How to improve existing Problem Management functionality through Service Improvement initiatives
Understanding of a variety of Problem Management techniques for root cause analysis including, Kepner and Tregoe, Brainstorming, Trend Analysis and Ishikawa
How to plan, monitor and report on the effectiveness and efficiency of Problem Management
