Problem Management 
 

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.
Period: Duration: Location: Fee per seat: Status: Registration:
Aug 13-15, 2013 8:00 - 5:00 Virtual $595.00 Active register
Oct 8-10, 2013 8:00 - 5:00 Virtual $595.00 Active register
Propoint Solutions holds the following EXIN Accreditations
exinlogo-sm

ITIL® is a registered trade mark of  AXELOS Limited
The Swirl logo™ is a trade mark of AXELOS Limited

Praise From Clients

The Propoint Instructor was fantastic. Very knowledgeable, articulate, energetic, friendly, professional, funny. Excellent teacher - wonderful teaching skills.

- Service Delivery Coordinator, MINCOM

Subscribe

Events, Classes, Publications & Announcements.
Your information will be kept strictly confidential.

Why Choose Us?

  • Experience
  • Integrity
  • Results
  • EXIN Accredited

Contact Info

Propoint Solutions
9910 Palisade Ridge Drive
Colorado Springs, CO 80920
Contact Us Now

p    888.264.0761
f 719.785.5797

Free Consultation

We can answer any ITIL training and consulting questions you have, and help you select the best solutions for your company.

When you are ready, just give us a call at 888.264.0761 or Contact Us online.