Training Course:ITIL V2 Practitioner Certificate in Problem ManagementSchool/Trainer:Mondale IT Solutions Ltd.
London, Birmingham, Manchester, Leeds, Glasgow, Edinburgh, Reading, Bristol, Exeter, United Kingdom
Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced
Course Description:
'' This qualification covers the Service Management discipline of Problem Management as described in the IT Infrastructure Library (ITIL) Service Support book. The qualification also covers ITIL Service Management principles in general, and the
interdependencies between these and Problem Management.
Course Content
I. Planning
The planning, implementation and improvement of the Problem Management process.
On completion of the course the candidate should be able to:
- understand the planning activities involved in the planning of Problem
Management
- understand the potential costs, benefits and problems associated with the
implementation of Problem Management
- know the objectives and scope of Problem Management
- review Problem Management processes identifying areas of weakness and
instigating resolutions and proactive improvements
II. Incident Management
The support of the Incident Management process through the resolution of incidents
when the Service Desk is unable to do so independently
On completion of the course the candidate should be able to:
- report on the progress of the resolution of problems to Incident Management
- see that there is feedback to the Service Desk and the Incident Management
process on incidents coupled to known errors and / or problems
- indicate where scripts or procedures need to be adjusted
- document incident-problem analyses, temporary solutions and solution procedures in such a way to produce usable information for the Incident Management process and the Service Desk
- support the Incident Management process in the management and resolution of Major Incidents
III. Problem and Error Control
The definition, implementation and management of the following activities: incident analysis, problem diagnosis and root cause analysis, resolution, identification and the assignment of incidents, problems and known errors to the appropriate configuration
item(s) and technical support resource(s).
On completion of the course the candidate should be able to:
- identify and define problems
- classify problems, determining priority, impact and category
- manage problems and apply Problem Management techniques
- determine the resources needed for analysis and diagnosis
- co-ordinate analysis and diagnosis as a project manager
- liaise with internal support groups and external suppliers to ensure that problems are resolved as quickly as possible
- resolve any incident or problem ownership disputes
- ensure that known errors are correctly logged against relevant items
- initiate requests for change (RFCs)
- define procedures and work instructions for the Problem Management process
IV. Support Tools & Techniques
The awareness, knowledge and use of Problem Management support tools and techniques and the instigation of process improvements.
On completion of the course the candidate should be able to:
- set up and assess criteria for choosing appropriate support tools
- select the appropriate support tools and techniques
- justify, procure and implement such tools
V. Prevention
The analysis of incident and problem statistics and reports determining trends, identifying areas of weakness and proposing resolutions for the proactive prevention of possible problems
On completion of the course the candidate should be able to:
- analyse details of recorded incidents and problems
- identify trends on the basis of analysis
- make use of statistical techniques and relationships within the CMDB
- identify weaknesses or common problems
- instigate requests for change (RFCs) to resolve these weaknesses and common problems and reduce the number and the impact of incidents and problems
VI. Reporting
The preparation of Problem Management reports for distribution throughout the organisation as appropriate.
On completion of the course the candidate should be able to:
- identify the Problem Management related reports required throughout the organisation
- produce regular and ad-hoc Problem Management reports and circulate these as required
- define and report on the Key Performance Indicators (KPIs) of Problem Management
- analyse reports and take the appropriate action
VII. Interfaces and Dependencies
The appreciation and understanding of the interfaces and dependencies Problem Management has with the other Service Management processes.
...''
Elements of this syllabus are subject to change.
Please go to the school's official website for training price and schedule:
http://www.mondale-training.co.uk/
Phone:01635 281 888
School Address:
Mondale IT Solutions Ltd
Poplar House
Compton Road
East Ilsley
Newbury
Berkshire
United Kingdom
RG20 7LH
Jobs & Resumes: London, Birmingham, Manchester, Leeds, Glasgow, Edinburgh, Reading, Bristol, Exeter
Houses & Roommates: London, Birmingham, Manchester, Leeds, Glasgow, Edinburgh, Reading, Bristol, Exeter
Travel Agencies: London, Birmingham, Manchester, Leeds, Edinburgh, Bristol,
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