Apex Consulting Services
Public Schedule
May 31 to June 4, 2010
ITIL V2-V3 Manager's Bridge
Ottawa, ON
ITIL V3 Courses Now Available
Foundation
V3 Foundation
V2-V3 Foundation Bridge
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Service Operation
Service Transition
Capability Courses
Operational Support & Analysis
Release Control & Validation
Service Offering & Agreement
V2-V3 Managers Bridge
Accredited Partners
Fox IT

ITIL Practitioner Problem Management is a three-day instructor-led course that:

  • Provides guidance on the design and implementation of an ITIL-based problem management process
  • Prepares students to pass the Problem Management Practitioner exam

duration
3 days

level
Intermediate

prerequisites
Students must hold a Foundation Certificate in IT Service Management.

examination
This course includes the exam leading to the Practitioner Certificate in IT Service Management, Problem Management

course materials
All students receive a course manual

course syllabus

  • Introduction to Service Management
  • Introduction to Problem Management
    • Goal and mission
    • Scope
    • Concepts and key definitions
    • Relationship with Incident Management
  • Problem Management Activities
    • Problem control
    • Indentification and recording
    • Classification
    • Investigation and diagnosis
    • Error control
  • Problem Solving and Root Cause Analysis
    • Kepner/Tregoe
    • Brainstorming
    • Flowcharting
    • Lotus Blossom
    • Mind Mapping
    • Creative and Lateral Thinking
  • Reactive and Proactive Problem Management
    • Responsibilities
    • Relationship management
    • Negotiations
  • Roles and Responsibilities
  • Metrics
  • Planning Considerations
    • Benefits
    • Costs
    • Relationships with other processes
  • Summary
  • Examination