Duration 3 Days
Included:
- Official Material
- Exam Tutorial
- Exam Voucher
- Letter of course attendance
- Lunch & Coffee Breaks
OUTLINE
Problem Analyst Detailed Outline
- What is Problem Management?
- Key terms
- Value of Problem Management
- Managing lifecycle of Problem
- High level interface with Service Management Processes
Scoping Problem Management
- Area of Impact within Service Management
- Linking to Service Management Lifecycle
- Relationship of Incident, Problem, Known Errors and RFCs
Problem Management Process
- Key activities
- Input and output
- Tools for supporting problem recording
- How to categorize problem
- Importance of prioritize problem
- Problem model for efficient and effectiveness of problem solving
- How to handle Major Problem
Problem Solving Techniques
- Risk overview
- Risk qualitative and quantitative Assessment
- Role of Configuration Management System in problem solving
- Structural approach of problem solving
- Techniques and types of workshop in problem investigation and diagnosis
- Six serving-men technique
- Lotus Blossom technique
- Kepner and Tregoe Method
- Root Cause Analysis
- Prioritizing Techniques
People Involved in Problem Solving
- Roles and organization consideration
- Reactive and Proactive Problem Management
- Service Design and Transition Involvement
- Assignment Matrix
- Problem Analyst skill profile
Communication
- Overview
- 3 elements of communication
- Specific Requirement
Quality
- Service Quality
- Need of Continual Service Improvement
- Problem Management contribution
Individual exercises, assessment and group discussions will be conducted during class to re-enforce the concepts and hands on practice to convert knowledge into skill.
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