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

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

• 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
• 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