Define and Implement Problem Management Workshop
COURSE OUTLINE:
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