HDI® Problem Management Professional

The responsibilities of problem management professionals vary from organization to organization, but they often include: assisting with the planning and implementation of the problem management process; performing both reactive and proactive problem management; prioritizing and categorizing problems; investigating and diagnosing the problems; coordinating and/or executing root cause analysis; developing workarounds; and proposing changes to resolve issues.

The HDI Problem Management Professional Certification Standard is based on the concepts, principles, and best practices found in various IT service management (ITSM) frameworks, including ITIL®, ISO/IEC 20000, and COBIT®.

Certification:
The HDI Problem Management Professional certification is intended for those who wish to gain a working knowledge of industry best practices related to problem management. It is ideal for IT professionals who are working or are planning to work within problem management, whether in a technical, managerial, or operational role.

What You'll Learn

• Best practice frameworks and standards for ITSM
• Service restoration from an incident and problem management perspective
• The problem management activity flow
• The importance of detection, prioritization, and categorization
• Methods for investigation and diagnosis
• The roles and responsibilities of the problem management professional
• Problem management process relationships
• The interdependencies between incident and problem management
• The relationships between knowledge management, known errors, and workarounds
• Proven methodologies for conducting root cause analysis
• The differences between reactive and proactive problem management
• Critical success factors and key performance indicators for problem management
• The problem management road map and how to use it in your organization

Who Needs to Attend

• Individuals who are working or plan to work within problem management, whether in a technical, managerial, or operational role
• Individuals who are preparing to take the HDI Problem Management Professional certification exam

Course Outline

1. IT Service Management

• IT Service Management
• Functions and Processes

2. Service Restoration Overview

• Service Restoration
• Service Restoration Processes
• Incident and Problem Management
• Common Process Activities

3. Problem Management

• Problem Management Overview
• Detection and Categorization
• Investigation and Diagnosis
• Resolution
• Closure
• Major Problem Review

4. Roles and Responsibilities

• Primary Problem Management Roles
• Complementary Roles
• Responsibility, Accountability, Consulted, and Informed Model

5. Relationships

• Relationship to ITSM Processes
• Relationship to ITSM Functions

6. Root Cause Analysis (RCA) Techniques

• Simple RCA Techniques
• More Complex RCA Techniques

7. Measuring Problem Management

• Metrics
• Common Problem Management Process Metrics

8. Problem Management Road Map

• Road Map
• Process Maturity Assessment
• Process Assessment Report
• Establishing the Target Maturity Level
• Creating the Improvement Plan
• Problem Management Challenges