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ITIL Training Scotland

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Introductory overview of ITIL v3, Click on picture to download

ITIL® V2 Problem Practitioner

Course Duration - 3 Days

Who should attend?

Anyone who wishes to improve, or needs to formalise, their understanding of the principles of Problem Management ‘Best Practice’

What are the pre-requisites?

A Foundation Certificate in IT Service Management
A background in, or understanding of, the basic principles of IT Problem Management

What are the course objectives?

This course will enable you to:

Understand Problem Management and what it does for Service Management
Understand how to implement a successful Problem Management function; maximising your benefits while minimising your risks and costs
Improve how Problem Management is managed within an organisation

The course is based on principles described in ITIL’s Service Support and Service Delivery books. The course prepares you for the examination, leading to the Problem Management Practitioner Certificate in IT Service Management

Examination

The course ends with 2 one hour exams

1 hour ‘closed book’ written paper and
1 hour ‘closed book’ multiple-choice paper, with 25 questions

Both exams are based on a case study

Course Content

Topics covered include:

Understanding the scope, terminology and concepts of Problem Management
Defining Incident Management’s relationship to Problem Management: matching incidents to known errors and outstanding problems
Definition of the Problem Management process, and description of Problem and Error Control activities
Establishing proactive Problem Management within an organisation
The role of Availability Management in Problem Management
Change Management’s relationship to Problem Management: establishing a cost benefit and establishing permanent structural solutions
Defining the various sub-activities within both reactive and proactive Problem Management
The use of Problem Management Metrics and Management Information within an organisation
Improving existing Problem Management functionality through Service Improvement initiatives
Investigating a variety of Problem Management techniques for root cause analysis including, Kepner and Tregoe, Brainstorming, Trend Analysis and Ishikawa
Planning, monitoring and reporting on the effectiveness and efficiency of Problem Management

Complimentary books

The following books are available to purchase from the Purple Griffon bookstore to compliment this course:

	Title	Price
	Best Practice Service Support	RRP £65.00 £53.95
	IT Service Management Version 2 - A Companion to the IT Infrastructure Library aka - The Little ITIL	RRP £9.95 £8.95
	ITIL 3 Lifecycle Core Library Service Transition	RRP £85 £70.55
	ITIL 3 Lifecycle Core Library Service Operation	RRP £85 £70.55
	ITIL V3 Intermediate Capability Handbook: Operational Support and Analysis	RRP £9.95 £8.70
	ITIL 3 Lifecycle Core Library Continual Service Improvement	RRP £85.00 £70.55
	Continual Service Improvement Based On ITIL V3: A Management Guide	£20.99