ITIL® Problem Management Masterclass Training Course

Will help you gain the knowledge to become a formidable Problem Manager

Introduction

Problem Management is not rocket science. It is relatively simple and can have a huge impact on an organisation but if it is not done correctly the results will likely be insignificant. This 1-day investment in your time and energy by attending our ITIL® Problem Management Masterclass will bring awards now and in the future.

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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Our ITIL® Problem Management Masterclass is flexible for different levels of expertise, from novice practitioners up to experienced specialists and even ITIL® Experts.

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 Not Included
1 Day
£245Excl. VAT

Course Outline

During the day, the course will review:

  • How to get started with Problem Management
  • Understanding the customer and user perspective
  • The importance of an effective Incident Management process
  • The importance of the Service Desk in Problem Management
  • Winning hearts and minds of problem resolvers
  • The Problem Management process down to activity level
  • The difference between Reactive and Proactive activities
  • Process interfaces and interdependencies
  • Techniques and methods we can use effectively
  • Roles and responsibilities
  • The technology that underpins and supports the process
  • An implementation roadmap
  • The importance of Metrics, KPIs and Reporting
  • How to communicate the benefits of Problem Management
  • Ongoing continual service improvement
  • Current and future challenges
  • Description

    Establishing an effective Problem Management process will mean that you can push forward more effectively with proactive processes such as Availability Management.

    About the Course

    In a single day we will take a pragmatic and in-depth look at the issues and challenges that the Masterclass delegates find most challenging

    Who Should Attend

    If you want to get a better understanding of the Problem Management process, then this is the course for you. Ideal if you are currently working in, or are wishing to move to this area.

    Materials Provided

    Course manual and hand-outs provided

    Organisational Benefits

    Provides a better understanding of the application of guidelines and frameworks that help to deliver industry Best Practice within the Problem Management area.

    Individual Benefits

    Learn all about the way Problem Management should operate, as according to the ITIL® framework in order to make your job a little easier, thereby allowing you to focus on the areas that require attention.

    Prerequisites

    Not applicable

    Prereading

    None required

    Exam Overview

    Not applicable

    Exam Type

    No Exam

    Professional Development Units - PDUs

    Not applicable

    Qualifications

    Not applicable

    Next Steps

    Why not consider the ITIL® Foundation course as your next step, or if you already hold this qualification, consider undertaking one of the Lifecycle intermediate courses that is applicable to your current role.

    Conclusion

    An excellent one-day summary of the Problem Management area.

    ITIL® Problem Management Masterclass Course Dates

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