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….

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Certificate HDI Problem Management Professional (HDI-PM)
Duration 2 Days
Delivery Blended, Classroom, Virtual Classroom
Accreditor HDI
Languages English

What is included in HDI® Problem Management Professional

Course Description

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.

Course Information

Certification: HDI Problem Management Professional (HDI-PM)

Duration: 2 Days

Domain: Information Management

Delivery Method: Blended, Classroom, Virtual Classroom

Accreditor: HDI

Available Languages: English

Purchase Options:


  • 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

Learning Objectives

  • 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

Course Outline

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
  • Resolution
  • Closure
  • 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

  • Metrics
  • 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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We really enjoy the way the courseware is structured, covering not only the theoretical aspects but also clear real-life examples.

Gabriel Espinosa

Service Desk Manager At City National Bank