BCS Specialist Certificate In Problem Management Training Course

Understand The Activities Undertaken In The Key Areas Of Problem Management

Introduction

Our 3-day BCS Specialist Certificate In Problem Management training course focuses on maximising service “up time” through the elimination of the causes of Incidents. We will give you the opportunity to discuss the successful implementation of a Problem Management process taking you through how to overcome risks and challenges. You will also discuss the importance of proactive Problem Management and of suitable tools, such as a Known Error Database.

You will also gain an understanding of the importance and use of associated processes such as Service Level Management, Incident Management and Configuration Management. In addition you’ll learn how other frameworks such as SFIA and COBIT can help you.

Problem Management is a process more often talked about than followed…

By reading our article ‘Getting Started With Problem Management' you will learn:

  • Where to start
  • How to establish a Problem Management process
  • How to sell the benefits of establishing Problem Management
  • How to get others to engage with the process
  • When you should raise a Problem record
  • What techniques to use

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Please Note

You can book this course and hold it in credit until you have decided on a specific course date. Alternatively, please view our other course dates.
Exam Included
3 Days
£1950Excl. VAT

Course Outline

Our BCS Specialist Certificate In Problem Management training programme is split into modules. The following modules aim to give you a thorough understanding of each course topic:

  • Introduction: Overview of course structure, objectives, exam format and agenda. History of ITSM, introduction to ITSM in general, including standards, good practice and frameworks such as ISO/IEC 20000, ITIL® and COBIT and the differences in approach.
  • The goals and objectives of the Problem Management process and an outline of the related functions, roles and processes.
  • Problem Management process, based on industry Best Practices:
  • Problem Management concepts and principles
  • The how - ITIL® and its application to Problem Management
  • A generic Problem Management process
  • The what – The requirements of the ISO/IEC 20000 standard
  • Tools, methods and techniques:
  • Awareness, knowledge and use of Problem Management support tools and techniques
  • Generic requirements for Problem Management toolsets
  • Integration with other areas, processes and functions
  • The benefits of automation
  • Problem Management – Roles and responsibilities – SFIA and ITIL®:
  • Skills Framework for the Information Age (SFIA) and its use with defining Problem Management roles
  • ITIL® and its use in defining Problem Management roles
  • Control, measurement and reporting activities:
  • COBIT® and its application to Problem Management
  • The preparation of Problem Management reports for dissemination
  • Analysis of problems, incidents, statistics and trends:
  • The analysis of problems, incidents, statistics and reports, identifying trends
  • Interfaces and dependencies
  • The appreciation and understanding of the interfaces and dependencies Problem Management has with other areas, functions and processes
  • Planning, improvement and implementation:
  • The planning, implementation and continual improvement (Plan/Do/Check/Act ) of Problem Management

Description

Our BCS Specialist Certificate In Problem Management training course will provide you with a good understanding of the principles of, and practical experience of, developing, maintaining, operating and improving a Problem Management process.

BCS Specialist Certifications in IT Service Management draw on the broad range of good practice in service management and are not limited to ITIL®. They embrace COBIT, ISO/IEC 20000, SFIA / SFIAplus and ITIL® - enabling job specific skill development.

About the Course

All of our tutors are experienced Service Management experts, and they will explain in detail the relevant aspects of the Problem Management. Our BCS Specialist Certificate In Problem Management training course will involve presentations from the tutor plus interaction with the tutor and other course attendees about practical “real life” issues.

Who Should Attend

    Our BCS Specialist Certificate In Problem Management training course is most applicable to those who:

    • Are an individual who requires a working knowledge of industry best practice used in Problem Management and how it may be used to enhance the quality of ITSM within an organisation.
    • Are an IT professional who is working within an organisation that has adopted and adapted some of these practices and are required to deliver or improve Problem Management within an on-going Service Improvement Programme (SIP).
    • Are aiming to work or are preparing to work in a Problem Management process whether at a technical, operational, supervisory or managerial level.

      This course may also be of interest to Project Managers, Business Managers and Business Process Owners.

      Materials Provided

      • A full copy of all course slides, with room to make your own notes
      • A full copy of the ITIL® Glossary and Acronym List
      • Course hand outs to aid further understanding, where applicable
      • Sample questions

      Organisational Benefits

      Through understanding and successfully implementing Problem Management, the IT teams can ensure that availability of services is maximised. From the customers’ and users’ point of view, Problem Management ensures that they are able to achieve their goals with the minimum of disruption. For the IT teams it means that they have the ability to both proactively and reactively ensure the quality of the services they deliver.

      Individual Benefits

      Attending this course will give you an improved understanding of how to discover and fix the causes of service failures. Greater job satisfaction will result from this increase in your abilities.

      Other benefits are also possible such as a promotion or increase in your salary!

      Prerequisites

      You are required to have completed the ITIL® Foundation Certificate in IT Service Management and have a minimum of two years relevant IT experience.

      Please Note: As of May 2015 BCS requires evidence of your ITIL® Foundation Certificate.

      In order to sit the exam you must provide a paper photocopy of your ITIL® Foundation Certificate - Please ensure that you bring this with you on the first day of the course. If you fail to do so you will NOT be able to sit the exam.

      Photographic ID is required for all exams, otherwise results will be withheld until proof has been provided.

      Prereading

      A copy of the syllabus for this certification will be provided.

      Exam Overview

      Please Note: As of May 2015 BCS requires evidence of your ITIL® Foundation Certificate.

      In order to sit the exam you must provide a paper photocopy of your ITIL® Foundation Certificate - Please ensure that you bring this with you on the first day of the course. If you fail to do so you will NOT be able to sit the exam.

      Photographic ID is required for all exams, otherwise results will be withheld until proof has been provided.

      BCS Specialist Certificate In Problem Management Examination:

      1 1/2 hour scenario based, 25 question multiple-choice examination. The pass mark is 16/25 (65%).

      The examination is taken on the afternoon of the final day.

      Exam Type

      Classroom Exam

      Professional Development Units - PDUs

      At present there are no Continuing Professional Development – CPD points or Professional Development Units – PDUs attached to this course.

      Qualifications

      BCS Specialist Certificate In Problem Management

      Next Steps

      Contact one of our helpful account managers who will be able to assist you in deciding next steps – whether this is sitting another Lifecycle course or something else, such as a Capability or Specialist course perhaps.

      Conclusion

      This BCS Specialist Certificate in Problem Management course will provide you with the details and key steps that are needed if you are involved in communicating with users and with the delivery effective and efficient services.

      By achieving a pass mark in this exam, you will be awarded a world recognised BCS qualification.

      Candidates who have already taken and passed this examination before the end of March 2015, will be able to use the relevant 1.5 credits from the complementary qualifications as part of their pathway to the ITIL® Expert certification, with a total of 22 points being required in order to be become an ITIL® Expert.

      BCS Specialist Certificate In Problem Management Course Dates

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