Define and Implement ITIL Problem Management

"Charting the Course ...

... to Your Success!"

Course Summary Description

ITIL is a set of best practices guidance that has become a worldwide-adopted framework for IT Service Management by many public and private organizations. Since early 1990, ITIL has been evolving from focusing on functions and processes under versions 1 and 2 to focusing on the Full Service Lifecycle Management under version 3. This program will add a unique set of best practices knowledge to your skills; you will practice designing and implementing the ITIL Problem Management process, one of the key ITIL Service Operation processes.

Course participants will learn to identify problems, conduct a root cause analysis, and establish criteria for escalation and management of problems. Also, you will discover best practices in the use and communication of Problem Management tools and techniques. This workshop will enable you to analyze and create a Problem Management process, gaining skills and techniques that you can apply to your own organization to establish Problem Management best practices.

Objectives

After taking this course, students will be able to:  Develop your own ITIL-based Problem  Work in a group or a team to handle complex Management process problems  Understand Critical Success Factors  Better understand the role the Service Desk  Learn techniques for managing problems and and Incident Management and their influence determining their root cause on in Problem Management

Topics

 The Practice of Service Management  Problem Management Roles and  Key Principles and Concepts of Service Responsibilities Management  Assigning Clear Roles and Responsibilities  ITIL Problem Management Process  Implementing Problem Management  Problem Management Process Activities  Key Considerations  On-Going Process Activities and  Key Steps to Plan for the Implementation of Considerations Problem Management  Problem Management Process Triggers,  Problem Management Challenges and Risks Inputs, and Outputs  Problem Management Tools and Techniques  Problem Management Process Interfaces

Audience

This course is designed for IT professionals interested in understanding the content and concepts of ITIL Problem Management process. This includes:  Anyone responsible or involved in an ITIL Problem Management implementation  Problem managers or anyone managing or supervising groups responsible for root cause analysis  IT managers  ITIL practitioners

Prerequisites

Before taking this course, students should have general IT knowledge, and preferably ITIL Foundation and ITIL Intermediate level certification in Incident Management.

Duration

Three days

Due to the nature of this material, this document refers to numerous hardware and software products by their trade names. References to other companies and their products are for informational purposes only, and all trademarks are the properties of their respective companies. It is not the intent of ProTech Professional Technical Services, Inc. to use any of these names generically

"Charting the Course ...

... to Your Success!"

Define and Implement ITIL Problem Management

Course Outline

I. The Practice of Service Management B. Monitoring and Tracking C. Reporting II. Key Principles and Concepts of Service D. Process Review Management E. Database Maintenance A. Composition of a Service F. Process Audits B. Working with Suppliers C. The 4 “Ps” VI. Problem Management Process Triggers, D. Delivering Quality Services Inputs, and Outputs E. Organizing ITSM Activities A. Process Triggers F. Function and Processes Across the B. Process Inputs Lifecycle C. Process Outputs G. The Importance of Communication H. Managing Conflicting Sets of Priorities VII. Problem Management Process Interfaces I. IT Functions Involved in Support of Problem Management Activities VIII. Problem Management Roles and J. Service Measurement and Reporting Responsibilities K. Defining What to Measure L. Using Measurements and Metrics IX. Assigning Clear Roles and M. Service Reporting Responsibilities N. Monitoring and Control O. Types of Monitoring X. Implementing Problem Management P. Key Monitoring Process – Event Management XI. Key Considerations

III. ITIL Problem Management Process XII. Key Steps to Plan for the Implementation A. Purpose and Objectives of Problem Management B. Scope of the Process A. Start-Up Phase - Planning and Strategy C. Value to Business B. Conduct an Assessment D. A Few Key Definitions C. Identify Supported Services D. Design the Process IV. Problem Management Process Activities E. Develop Policies and Procedures A. Problem Detection F. Technology Selection and Integration B. Problem Logging C. Problem Prioritization XIII. Problem Management Challenges and D. Problem Investigation and Diagnosis Risks E. Raising Known Error Records F. Problem Resolution XIV. Problem Management Tools and G. Problem Closure Techniques H. Handling Major Problems A. Chronological analysis I. Problems in the Development B. Pain-value analysis Environment C. Kepner and Tregoe J. Proactive Problem Management D. Brainstorming K. Trend Analysis E. Ishikawa diagramming L. Preventive Activities F. Pareto analysis

V. On-Going Process Activities and Considerations *ITIL is a registered trade mark of AXELOS Limited. A. Maintaining Problem Records The Swirl logo is a trade mark of AXELOS Limited.