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)
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:

Audience

  • 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

 

DAY 2

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

Delivery is subject to EdCast Marketplace terms and conditions.

Benefits Of Working With ITpreneurs

Ready-to-use training materials means faster time to revenue. Offer relevant training to your clients: order accredited training materials, book exams, and drive results.

Innovative Solutions

We continue to innovate our portfolio. We offer blended learning programs, video-based learning as well as interactive learning tracks.

Convenience

An intuitive ordering process and fully automated delivery portal that integrates with your own delivery processes make your life easy.

Instructor Support

You get extensive guidance for instructors, ensuring optimal deliveries, every time. Don’t have an instructor? Use one of ours!

Branded Products

Our printed books, ebooks, or printable books are branded with your logo and name. Your customers will log into your branded portal.

Tailored Portfolio

You get various flavors of courseware, ensuring there always is an option that suits your needs.

Click & Consume

A flexible pay-per-use model for courseware, exams and instructors offers you full flexibility instantly.

Partner with ITpreneurs for HDI® Problem Management Professional

Interested in licensing our courseware for your training organization or corporate training environment?

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