Course Description

While incident management focuses on "fixing it fast," problem management focuses on determining the root cause, identifying temporary workarounds, and applying permanent fixes so that incidents don’t happen again. Additionally, problem management uses trending data from incident and event management to identify potential failures and correct issues before the customer is impacted (I.e., "the incident that never happened").

Through case study exercises, participants will learn how to design, integrate, and implement a process that includes both reactive and proactive problem management activities. This high-energy workshop is filled with practical guidance, templates, quick wins, and tips for successfully implementing ITIL best-practice methodologies for problem management.

What You Will Learn

• Reactive problem management (root cause analysis and resolution)
• Proactive problem management (trending analysis from incidents and events)
• How problem management integrates with event, incident, knowledge and change management (process swim lanes, inputs and outputs)
• Proven methodologies for investigating major problems
• How to select and use the appropriate root cause analysis technique
• Relationships between knowledge management, known errors, and workarounds
• Success factors and metrics for problem management

Who Should Attend?

• Managers, Process Owners, Practitioners and Stakeholders who need to gain a thorough understanding of how to deploy and/or assess and improve root cause analysis and the Problem Management process in their organization.