This course has been replaced by UA575S ITIL Practitioner - Support and restore (IPSR) as of May 8, 2006. The new course is a 5 day course and includes the new IPSR exam from EXIN.
Course overview
This course teaches participants how various functions of Problem Management can be brought into line with one another. Problem Management investigates reactively and proactively the underlying problems of malfunction. Both processes contribute to an increase in availability and the quality of IT services. This 3-day course is 30 percent lecture and 70 percent hands-on.
A certification exam is included at the completion of the course.
Prerequisites
Candidates wishing to take the Practitioner Problem Management examination must hold the ISEB/EXIN ITIL Foundation Certificate for IT Service Management.
It is also advisable that the candidate have a minimum of one year’s general IT experience and at least one year’s experience in an IT Problem Management environment either as a practitioner, supervisor or manager.
Audience
IT staff responsible for executing tasks within the Problem Management process, who require a formal qualification.
IT staff who require training to perform tasks within the Problem Management role.
Problem managers and problem analysts who want in depth practical knowledge about the ITIL (IT Infrastructure Library) process Problem Management.
Other ITIL process managers with interest in the Problem Management process.
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Learn how to analyze and investigate malfunctions and master the techniques to quickly and effectively resolve them.
Learn how to manage problems and known errors and the techniques that will allow you to maximize company resources.
Learn to identify links to other ITIL processes.
Next Steps
ITIL Manager in IT Service Management courses: IT Service Support (U8687S) + Service Delivery (U8688S)
ITIL Service Manager two day Exam preparation (U2800aae)
ITIL Practitioner Courses
Course outline
Introduction
Training objectives
Brief Refresher in ITSM
Problem Management
Problem management functions
Relationship between incidents, problems and known errors
Relationship with incident management process
Causes of problems
Problem management process
Relevant aspects
How to identify problems
Necessary information
Handling of known errors
Proactive and reactive aspects
Techniques and tools
Assigning resources
Management reporting
Information and communication
Implementation and Problem solving
Relation with other processes
Best practices and business benefits
Common roadblocks
ITIL Links
Recognizing links with other ITIL disciplines
Ensuring effective service management process
Course Program
Theory
Exercises and presentations
Exam preparation
Examination
The following areas are required knowledge for the exam:
Incident Management
Problem and Error Control
Support tools and techniques
Prevention
Reporting
The exam is offered by two examination boards, EXIN and ISEB: Sessions in United State and Canada currently utilize the ISEB based exam.
ISEB
The exam offered by ISEB is a one hour closed-book multiple-choice paper consisting of 25 questions. The questions are case study based. The same case study is also used for the in-class practical assignment. The practical assessment is a 75 minute paper-based assignment based on a case study.
Each assessment (practical and written) counts as 50% of the overall assessment for the Certificate. Candidates achieving a combined total of 65% or greater in the combined Assignment and Examination will be awarded a pass, provided they achieve a minimum of 50% in each of the Assignment and the Examination.
EXIN
The exam offered by EXIN is a two hour multiple-choice paper based on a case study (provided during the exam). It is consists of 40 questions and candidates need to achieve 60% or more (24 or more) to pass. It is a closed book exam.
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