ITIL® 2011 Edition OSA: Introduction to Problem Management

Overview/Description
Problems will inevitably crop up at some point while managing your IT Service Life Cycle. Usually, they are first noticed when the incidents they cause are detected. Proper Problem Management aims to eliminate recurring incidents by addressing the root problem causing them, through efficient detection, investigation, diagnosis, and resolution practices. This course covers the purpose and scope of Problem Management, its value to the organization, and specifically the value and use of problem models in Problem Management. This course also provides a detailed view of the Problem Management process, including using tools like Ishikawa diagrams and Pareto Analysis, to investigate and diagnose specific problems. This course will assist the learner in preparing for the ITIL® Operational Support and Analysis certificate and is aligned with the ITIL® Intermediate syllabus. ---------------------------------------------------- ITIL® is a Registered Trade Mark of the Cabinet Office.

Target Audience
Employees from companies that provide or rely upon IT services; individuals looking to enhance their career prospects by pursuing the ITIL® Intermediate qualification Operational Support and Analysis certificate, a high-profile and highly regarded IT business certification.

Prerequisites
ITIL Foundation Certificate in IT Service Management

Expected Duration (hours)
3.0

Lesson Objectives

ITIL® 2011 Edition OSA: Introduction to Problem Management

recognize the objectives of Problem Management

identify the scope of Problem Management

distinguish between Problem Management and Incident Management

recognize how Problem Management benefits organizations

specify what information is included in the Problem Model

assess a Service Desk's approach to Problem Management

distinguish between Proactive Problem Management and Reactive Problem Management

recognize the initial steps of the Problem Management Process, given a scenario

recognize which problem investigation and diagnosis technique to use, given an example

identify the steps in a Pareto Analysis

recognize alternatives to problem resolution

recognize the procedure for positive problem resolution

identify post-problem resolution procedures

examine the Problem Management process for a given scenario

resolve Problem Management issues for a given scenario