Problem management focuses on determining the root cause, identifying temporary workarounds, and applying permanent fixes so that incidents don’t happen again. Additionally, problem management uses trending data from incident and event management to identify potential failures and correct issues before the customer is impacted (I.e., "the incident that never happened"). The HDI Problem Management Professional may be a role and not a position within some organizations or a full time position in others. These professionals perform both reactive and proactive problem management and may assist with high priority incidents in order to minimize business impact. Through case study exercises, participants will learn how to design, integrate, and implement a process that includes both reactive and proactive problem management activities. This high-energy workshop is filled with interactive discussion points, practical guidance, templates, quick wins, and tips for successfully implementing best-practice methodologies for problem management.

What You Will Learn

  • The roles of a Problem Management Professional;
  • A method for prioritizing and categorizing problems;
  • The Differences between Reactive and Proactive Problem Management;
  • A Strategy for Identifying the Source of a Problem and Eliminating Them;
  • The interdependency of problem management and incident management;
  • Proven methodologies for investigating major problems;
  • Relationships between knowledge management, known errors, and workarounds;
  • Understand critical success factors and key performance indicators for problem management; and
  • Keys to success as a Problem Management Professional.

Who Should Attend

  • Individuals who wish to be certified in problem management;
  • Individuals who are working or plan to work within problem management, whether in a technical, managerial, or operational role; and
  • Individuals who are preparing for the HDI Problem Management Professional certification exam.

Course Outline

Unit 1: IT Service Management

  • IT Service Management
  • Functions and Processes

Unit 2: Service Restoration Overview

  • Service Restoration
  • Service Restoration Processes
  • Incident and Problem Management
  • Common Process Activities

Unit 3: Problem Management

  • Problem Management Overview
  • Detection and Categorization
  • Investigation and Diagnosis
  • Resolution
  • Closure
  • Major Problem Review

Unit 4: Roles and Responsibilities

  • Primary Problem Management Roles
  • Complementary Roles
  • Responsibility, Accountability, Consulted, and Informed Model

Unit 5: Relationships

  • Relationship to ITSM Processes
  • Relationship to ITSM Functions

Unit 6: Root Cause Analysis (RCA) Techniques

  • Simple RCA Techniques
  • More Complex RCA Techniques

Unit 7: Measuring Problem Management

  • Metrics
  • Common Problem Management Process Metrics

Unit 8: Problem Management Road Map

  • Road Map
  • Process Maturity Assessment
  • Process Assessment Report
  • Establishing the Target Maturity Level
  • Creating the Improvement Plan
  • Problem Management Challenges

Two-Day Course Includes

Instruction, online certification exam, breakfast,and breaks

Presented by Jim Bolton

 Jim Bolton

Jim Bolton is an HDI Certified Instructor, founder and president of Propoint Solutions, ITSM consultant, courseware developer, trainer, author, and speaker at conferences around the world. He is coauthor of the IBP book Problem Management: A Practical Guide. Jim holds an MBA in technology management and is certified as an ITIL Expert and as an ISO/IEC 20000 Consultant. In recognition of his industry contributions, Jim received the Information Technology Industry Legend Award in 2014.