Problem Management Workshop
Short Day

Workshop Overview IT Service Managers need to be assured that problems will be quickly and accurately diagnosed; root causes will be identified; and that lasting resolutions are implemented - permanently preventing incident recurrences. Sysop are very conscious that the standard ITIL®...  READ MORE

Price: £250.00  *

  • Ref:WS-PM

* Price excludes VAT which will be added at the prevailing rate.

Problem Management Workshop

Overview

Workshop Overview

IT Service Managers need to be assured that problems will be quickly and accurately diagnosed; root causes will be identified; and that lasting resolutions are implemented - permanently preventing incident recurrences.

Sysop are very conscious that the standard ITIL® examination courses do not fully address some important facets of IT service management. We have therefore developed a series of practical workshops to explore how to put the right procedures in place – in terms of: taking ownership; planning effectively; identifying clear roles and responsibilities; and CSI – to ensure that IT services are continually aligned with business needs.

Problem Management in Practice

According to ITIL, the purpose of Problem Management is to manage problems throughout their lifecycle from identification to investigation and documentation, and eventually to removal. However, very little guidance is provided on how to practically apply the Problem Management theory.

This highly interactive workshop will help you to effectively structure IT operations to effectively tackle problems and to consider and apply the most effective analytical techniques to optimise the resolution activity.

This workshop is a must for:

IT Managers
Service Managers
Service Desk Managers
Service Desk Analysts
Problem Managers

Course Objectives

  • To compare & contrast Incident and Problem Management
  • Understand the concepts of Problem Management
  • Review the Problem Management process
  • Understand the triggers for Problem Management
  • Explore Problem Management analytical techniques
  • Review practical application of Problem Management

Content

  • The Incident Management process
    • Priority
    • Incident Matching
  • The purpose of Problem Management
  • What Triggers Problem Management?
  • The Concepts & Objectives of Problem Management
  • Explore both the Reactive & Proactive Scope of Problem Management
  • The Problem Management Process
  • Categorisation
  • Prioritisation
  • Problem Management Techniques
    • Pareto Analysis
    • Pain Value analysis
    • Brainstorming
    • Chronological Analysis
    • Technical Observation
    • Ishikawa Diagrams
    • Affinity Mapping
    • Fault Isolation
    • Five whys?
    • Hypothesis Testing
    •  Kepner Tregoe
  • Practical application of Problem Management

Dates For Problem Management Workshop

Heywood (Manchester)

  • 26 October 2017
  • To book any of these dates, please see below.

Availability and pricing for Problem Management Workshop:

26 October 2017 - Heywood (Manchester)

£250.00