Problem Management Practitioner

As a result of attending this 3 day ISEB Practitioner course in Problem Management students will be able to demonstrate their competence in, and their ability to:

• Plan for the implementation of Problem Management
• Support the Incident Management process through the management and resolution of incidents when the Service Desk is unable to do so independently
• Define, implement and manage the following activities: carry out an incident analysis, identify and create a problem record, diagnose the cause of problems, identify problem resolutions, assign known errors to the appropriate configuration item(s) and raise remedial changes if necessary
• Define and agree incident and problem categories and priorities
• Be aware of the support tools and techniques available for the implementation of Problem Management and be able to indicate how improvements can be made
• Analyze incident and problem reports and statistics to determine trends, identify weak areas and propose resolutions to reduce the number of incidents, by proactively identifying and preventing possible problems
• Prepare Problem Management reports for distribution throughout the organization.
• Co-ordinate, schedule, target and focus resources to the resolution of the most appropriate incidents and problems
• Understand the interdependencies between Problem Management and other IT and Service Management processes, interdependencies between these and Problem Management.