Define and Implement Problem Management Workshop

COURSE OUTLINE:

Description

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.

Audience

  • 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

Learning Objectives

  • 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