HDI® Problem Management Professional
This courseware is available in a Virtual Classroom configuration.
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….Read More
|Certificate||HDI Problem Management Professional (HDI-PM)|
|Delivery||Blended, Classroom, Virtual Classroom|
What is included in HDI® Problem Management Professional
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.
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 ITSM frameworks, including ITIL, ISO/IEC 20000, and COBIT.
Certification: HDI Problem Management Professional (HDI-PM)
Duration: 2 Days
Domain: Information Management
Delivery Method: Blended, Classroom, Virtual Classroom
Available Languages: English
- Individuals who are preparing for the HDI Problem Management Professional certification exam
- Individuals who are working or plan to work within problem management, whether in a technical, managerial, or operational role
- The roles and responsibilities of the problem management professional
- The importance of detection, prioritization, and categorization
- Best practice frameworks and standards for ITSM
- Methods for investigation and diagnosis
- What service restoration is, in terms of incident and problem management
- Problem management process relationships
- The problem management activity flow
- The relationships between knowledge management, known errors, and workarounds
- The differences between reactive and proactive problem management
- The interdependencies between incident and problem management
- Critical success factors and key performance indicators for problem management
- Proven methodologies for conducting root cause analysis
- The problem management road map and how to use it in your organization
Unit 1: IT Service Management
- IT Service Management
- Functions and Processes
Unit 2: Service Restoration Overview
- Service Restoration
- Service Restoration Processes
- Incident and Problem Management
- Common Process Activities
Unit 3: Problem Management
- Problem Management Overview
- Detection and Categorization
- Investigation and Diagnosis
- Major Problem Review
Unit 4: Roles and Responsibilities
- Primary Problem Management Roles
- Complementary Roles
- Responsibility, Accountability, Consulted, and Informed Model
Unit 5: Relationships
- Relationship to ITSM Processes
- Relationship to ITSM Functions
Unit 6: Root Cause Analysis (RCA) Techniques
- Simple RCA Techniques
- More Complex RCA Techniques
Unit 7: Measuring Problem Management
- Common Problem Management Process Metrics
Unit 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
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