Define and Implement Problem Management Workshop

In this Define and Implement Problem Management Workshop course, participants will practice designing and implementing the ITIL� Problem Management process. Learn to identify problems, conduct a root cause analysis, and establish criteria for escalation and management of problems. Discover best practices in the use and communication of Problem Management tools and techniques.�Gain skills and techniques that you can apply to your own organization to establish Problem Management best practices.

• 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

• Develop your own ITIL^�-based�Problem Management process
• Understand Critical Success Factors
• Learn techniques for managing problems and determining their root cause
• Work in a group or a team to handle complex problems
• Better understand the role the Service Desk and Incident Management and their influence on in Problem Management