IT Service Management Foundations: Problem Management
1h 34mIntermediate2024-12-09
Authors
Shane Chagpar
Project Manager and Global Technical Lead
Course details
When problem management is done well, it can create change in a company that improves customer experience, the bottom line, and the products created. In this course, learn what problem management is, how it is performed, how to measure its success, and how to support it in your business. Learn about some of the common terms and roles involved in problem management. Discover best practices for solving problems and how to prioritize projects so that customer experience is the first thing to improve. Explore the tools and techniques that can help you to track, prioritize, identify the root cause of problems, and resolve technical issues with permanent solutions so you can approach the next trouble spot with confidence, instead of panic.
Skills covered
ITILAxelosIT Service ManagementFoundationsNetwork and System Administration
Concepts
0. Introduction
- 01 - The art of asking the right questions
- 02 - What you should know
1. What Is Problem Management
- 03 - Introduction to problem management
- 04 - Roles and responsibilities
- 05 - Key metrics and success factors
- 06 - Related processes and functions
2. Phase I - Problem Identification
- 07 - Tracking and trending
3. Phase II - Problem Control
- 08 - Selecting high-value targets
- 09 - Cause analysis
- 10 - Workarounds and known errors
4. Phase III - Error Control
- 11 - Managing known errors
- 12 - Identifying permanent solutions
5. Techniques
- 13 - Clarify and verify
- 14 - Problem statements
- 15 - Data gathering
- 16 - Identifying and testing possible causes
- 17 - Decision-making
- 18 - Risk management
- 19 - Action items and tasks
6. Tools and Frameworks
- 20 - Problem clarification tools
- 21 - Prioritization tools
- 22 - Possible cause identification
- 23 - Cause mapping and avoidance tools
- 24 - Investigation frameworks
Conclusion
- 25 - Next steps