Overview
This four-day course focuses on the practical adoption and application of a problem management process, as well as the application of various problem management techniques to identify and correct real-world problems. Many of the techniques discussed in this course are described in the ITIL® Service Operation publication. This course takes the approach that problem management is an aspect of many roles in an organization. Through a series of practical, real-world exercises this course teaches how to use problem management techniques to address real-world problems. This course demonstrates how leading organizations establish methods of consistently identifying and handling problems using common best practice guidance. This is a hands-on course that provides numerous exercises that give a real-world understanding of a consistent, predictable, and repeatable approach to identifying and handling problems.
ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
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What You'll learn
Curriculum
- Module 1: Course introduction and overview
- Module 2: Review of key IT service management concepts
- Module 3: Problem Management Theory
- Module 4: A real-world, consistent and predictable approach to problem management
- Module 5: Defining the vision
- Module 6: Understanding the baseline
- Module 7: Building a problem management process based on real-world examples
- Module 8: Defining problems workarounds and known errors
- Module 9: How problems and incidents are related
- Module 10: Establishing a situational approach to problem management
- Module 11: Automation, tools, technology and implementation considerations
- Module 12: Using pain value analysis
- Module 13: Using brainstorming
- Module 14: Using affinity mapping
- Module 15: Using 5-ways
- Module 16: Using fault isolation
- Module 17: Using hypothesis testing
- Module 18: Using technical observation post
- Module 19: Using Ishikawa diagrams
- Module 20: Using Pareto analysis
- Module 21: Summary
Course introduction and overview
- Accountability, boundaries and consistency
- Cost-effectiveness and quality
- Stages of the lifecycle
- Services
- The service portfolio
- Processes and functions
- A brief discussion of the processes defined by ITIL
- Roles and responsibilities
- Exercise 1: Understanding basic service management concepts
- Understanding problem management as an aspect of many roles in an organization
- What is a problem?
- Defining problem management
- What problem management is not
- Purpose and objectives of problem management
- Scope of problem management
- Problem management policies, principles and basic concepts
- Problem management activities
- Sources of information
- Problem management metrics and measurements
- Challenges and risks
- The continual service improvement approach
- Why a consistent and predictable approach to identifying and making decisions about problems is important to your business
Exercise 2: Understanding the theory of problem management
- Establishing common sense policies and practical guiding principles for problem management
- Defining problems, workarounds and known errors
- How problems and incidents are related
- Establishing a situational approach to problem management
- Overview of problem management techniques
- Chronological analysis
- Pain value analysis
- Brainstorming
- Affinity mapping
- 5-whys
- Fault isolation
- Hypothesis testing
- Technical observation post
- Ishikawa diagrams
- Pareto analysis
- Error detected during development
- Major problems
- Sample policies and guiding principles for problem management
Exercise 3: Practical policies and guiding principles for problem management
- What is a vision?
- Understanding and agreeing to the desired state for problem management in your organization
- Defining the vision
- Sample visions for problem management
- Exercise 4: Establishing a vision for problem management
- Understanding the current state of problem management in your organization
- Problem management Audit of Intent
- Problem management Audit of Action
- Sample problem management assessment questions
- Assessing levels of problem management maturity
- Sample assessment results
- Exercise 5: Understanding the current state of problem management in your organization
- Why most problem management processes fail
- Identifying, understanding and making decisions about problems in a consistent way
- Real-world example I: A short bridge (or vehicles that are too tall)
- Real-world example II: My first car (proactive and reactive problem management)
- Real-world example III: A bent CPU Pin (or controlling assumptions)
- Real-world example IV: Availability management and time zone coding
- Real-world example V: Operating system update
- Sample problem management situational matrix
- Exercise 6: Establishing a real-world, situational, problem management process
- What is a problem?
- What is a workaround?
- What is a known error?
- What information is contained in a problem record
- What information is contained in a known error record
- How are problem records used?
- How are known error records used?
- Storing records in a known error database
- Basic functionality of a known error database
- How changes and problems are related
- Sample problem workaround and known error records
- Exercise 7: Defining problems, workarounds and known errors
- What is an incident?
- Typical relationships
- Many incidents to one problem
- Many problems to one incidents
- Many problems to many incidents
- Categorization
- Prioritization
- Escalation
- Establishing an effective boundary between problem management and incident management
- Incident matching procedure
- Sample incident matching procedure
- Exercise 8: Developing an incident matching procedure for your organization
- Common problem situations
- When to use chronological analysis
- When to use pain value analysis
- When to use brainstorming
- When to use affinity mapping
- When to use 5-ways
- When to use fault isolation
- When to use hypothesis testing
- When to use technical observation post
- When to use Ishikawa diagrams
- When to use Pareto analysis
- Exercise 9: Understanding common problem situations
- What is chronological analysis?
- How does chronological analysis help?
- What are the steps in chronological analysis?
- Using chronological analysis in your organization
- Exercise 10: Using chronological analysis
- What is pain value analysis?
- How does pain value analysis help?
- What are the steps in pain value analysis?
- Using pain value analysis in your organization
- Exercise 11: Using pain value analysis
- What is brainstorming?
- How does brainstorming help?
- What are the steps in brainstorming?
- Using brainstorming in your organization
- Exercise 12: Using brainstorming
- What is affinity mapping?
- How does affinity mapping help?
- What are the steps in affinity mapping?
- Using affinity mapping in your organization
- What is 5-ways?
- How does 5-ways help?
- What are the steps in 5-ways?
- Using 5-ways in your organization
- Exercise 14: Using 5-ways
- What is fault isolation?
- How does fault isolation help?
- What are the steps in fault isolation?
- Using fault isolation in your organization
- Exercise 15: Using fault isolation
- What is hypothesis testing?
- How does hypothesis testing help?
- What are the steps in hypothesis testing?
- Using hypothesis testing in your organization
- Exercise 16: Using hypothesis testing
- What is technical observation post?
- How does technical observation post help?
- What are the steps in technical observation post?
- Using technical observation post in your organization
- Exercise 17: Using technical observation post
- What are Ishikawa diagrams?
- How do Ishikawa diagrams help?
- What are the steps in Ishikawa diagrams?
- Using Ishikawa diagrams in your organization
- Exercise 18: Using Ishikawa diagrams
- What is Pareto analysis?
- How does Pareto analysis help?
- What are the steps in Pareto analysis?
- Using Pareto analysis in your organization
- Exercise 19: Using Pareto analysis
- Review of concepts learned
- Questions and answers
Prerequisites
Interested in this course? Let’s connect!
Course features
FAQs
- CIOs, CTOs
- Service management professionals
- IT managers and directors
- IT auditors
- Change management professionals
- Continual improvement professionals
- Service operation professionals
- Incident management professionals
- Problem management professionals
A minimum internet speed of 2 MBPS is recommended.
All the sessions are recorded. So even if you miss a class, you can access a recorded video of the session in your LMS.
You will get lifetime access to LMS and all the learning material in it.