Course Title:	ITIL® Problem Practitioner	Code:	PROB
Duration:	3 Days	Course Price:	£995
Professional Qualification:	ITIL® Practitioners Certificate
Exam Duration/Format:	1 x 1 hour ‘closed book’ written paper 1 x 1 hour ‘closed book’ multiple choice	Exam Price:	£124.00 (included)

Who Should Attend:	Anyone who wishes to improve, or needs to formalise, their understanding of the principles of Problem Management ‘Best Practice’
Prerequisites:	A Foundation Certificate in IT Service Management A background in, or understanding of, the basic principles of IT Problem Management

Overview

This event gives an understanding of Problem Management and what it does for Service Management. You will understand how to implement a successful Problem Management function; maximising your benefits while minimising your risks and costs as well as improve how Problem Management is managed within an organisation. It can be delivered as a closed event onsite or attended as our public schedule

Key Topics Covered

Understanding the scope, terminology and concepts of Problem Management Defining Incident Management’s relationship to Problem Management: matching incidents to known errors and outstanding problems Definition of the Problem Management process, and description of Problem and Error Control activities Establishing 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

Defining the various sub-activities within both reactive and proactive Problem Management The use of Problem Management Metrics and Management Information within an organisation Improving existing Problem Management functionality through Service Improvement initiatives Investigating a variety of Problem Management techniques for root cause analysis including, Kepner and Tregoe, Brainstorming, Trend Analysis and Ishikawa Planning, monitoring and reporting on the effectiveness and efficiency of Problem Management

Next Steps

Choose either another ITIL® Practitioner Certificate or ITIL® V3 Managers Bridge

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