Practical Application of Problem Management

An ITIL® 4 Foundation certificate is preferred, although a basic understanding of ITIL will also be sufficient.

Target Audience

This course is appropriate for all. Anyone with an interest or responsibility for Problem management, or the Problem management activities, in an organisation will find this course useful.

As an attendee our aim is that you will:

• Understand the key concepts of Problem Management
• Understand how to use the ITIL practice materials to assist Problem management in your organisation
• Provide you with practical assets you can use within your organisation
• Provide you with the tools to start or improvement your practice implementation
• Provide you with the knowledge to enable you to develop expertise in Problem management
• Provide you with the opportunity to discuss Problem management with peers

This course follows the ITIL continual improvement model in its delivery but has a 100% focus upon Change enablement. Providing activities, tools, and consideration points for the practice throughout.

1. What’s the vision – Consider the vision to metrics trail - Explores the purpose of Problem management- Explores the objectives of Problem management-RACI -Three phases of Problem management.

2. Where are we now – Looking at existing problem models (if they exist) - Consider volume of incidents - Explores resource utilisation – Stakeholders - Problem identification - Problem control - Error control.

3. Where do we want to be – Setting definitions around Major Incidents, problems and known errors - Creating a business justification for Problem management - Creating an improvement plan - Setting measurable targets (SMART) - Resource use – Problem models.

4. How do we get there – Looking at role competencies -Thinking about Problem Management (Cynefin) - Looking at Problem management techniques - Agreeing Change authorities (for problem resolutions) - Considers improvement measures/KPIs/CSF/PSFs for Problem management.

5. Take Action – Planning the improvement of Problem management - Role identification – who’s doing what? - Communication plan - Reviewing RACI for the improvements - Observing and monitoring progression -Practice interfaces.

6. Did we get there – Dashboards and reporting - Benefits realisation - Review of Problem records/tickets - Review of Known error database - Considers the value stream(s) for Problem management - Recognises the current status quo through measures/baselines and compares to the baseline.

7. How to keep the momentum going – Considers the next cycle of improvement -Explores new technologies and thus an avenue for new problems -Considers improving the value stream(s) for Problem management -Considers the efficacy of the known error database -Considers whether an organisation is proactive enough in Problem management -Considers whether Problem management is fully utilising all four dimensions.