TOPICS

Course Outline
1. Course Introduction
2. ITIL Basic Concepts Review
The Service Lifecycle and Stages of the Lifecycle
Services
The Service Portfolio
Processes and Functions
A Brief Discussion of the Various ITIL Processes
Roles and Responsibilities
3. Problem Management Overview
Understanding Problem Management as an Aspect of All Roles in an Organization
What Problem Management is Not
What is a Problem?
What is Problem Management?
Purpose and Objectives of Problem Management
Why a Consistent and Predictable Approach to Identifying and Making Decisions about Problems is Important to Your Business
Policies, Principles, and Basic Concepts
Sources of Information
Metrics and Measurements for Problem Management
Challenges and Risks
Roles and Responsibilities
4. A Real-World, High-Volume Approach to Problem Management
Establishing a Vision and Baseline for Problem Management
Building a Problem Management Process Based on Real-World Examples
Defining Problems, Workaround, and Known Errors
How Problems and Incidents are Related
Establishing a Situational Approach to Problem Management
Overview of Problem Management Techniques
5. Establishing a Vision and Baseline for Problem Management
Understanding and Agreeing to the Desired State for Problem Management in Your Organization
Understanding the Current State of Problem Management in Your Organization
Problem Management Audit of Intent
Problem Management Audit of Action
Problem Management Assessment Questions
Problem Management Key Performance Indicator, Metrics, and Measurements
Problem Management Roles and Responsibilities
Problem Management Process Integration
Documenting the Difference Between the Vision and the Baseline
6. Building a Problem Management Process Based on Real-World Examples
Why Most Problem Management Processes Fail
Understanding and Making Decisions about Problems in a High-Volume Way
Real-World Example 1-A Short Bridge (or Vehicles that are too Tall)
Real-World Example 2-My First Car (Proactive and Reactive Problem Management)
Real-World Example 3-A Bent CPU Pin (Or Controlling Assumptions)
Real-World Example 4-Availability Management and Time Zone Coding
Real-World Example 5-An IT Application Update
7. Defining Problems, Workarounds, and Known Errors
What Is a Problem?
What Is a Workaround?
What Is a Known Error?
What Information is Contained in a Problem Record?
What Information is Contained in a Known Error Record?
How Are Problem Records Used?
How Are Known Error Used?
Storing Records in a Known Error Database
Basic Functionality of a Known-Error Database
How Changes and Problems are Related
8. How Problems and Incidents are Related
What is an Incident?
Typical Relationships Between Incidents and Problems
Categorization
Prioritization
Escalation
Establishing an Effective Boundary Between Problem and Incident Management
Definition of Workarounds
Creation of Known Errors
Use of Known Errors
Using Changes to Correct Problems
9. Establishing a Situational Approach to Problem Management
Common Problem Situations
When to Use Chronological Analysis?
When to Use Pain Value Analysis?
When to Use Brainstorming?
When to Use Affinity Mapping?
When to Use the Five Whys?
When to Use Fault Isolation
When to Use Hypothesis Testing
When to Use Technical Observation Post?
When to Use Ishikawa Diagrams?
When to Use Pareto Analysis?
10. Using Chronological Analysis
What Is Chronological Analysis?
How Does Chronological Analysis Help?
What Are the Steps in Chronological Analysis?
Using Chronological Analysis in Your Organization
11. Using Pain Value Analysis
What Is Pain Value Analysis?
How Does Pain Value Analysis Help?
What Are the Steps in Pain Value Analysis?
Using Pain Value Analysis in Your Organization
12. Using Brainstorming
What Is Brainstorming?
How Does Brainstorming Help?
What Are the Steps in Brainstorming?
Using Brainstorming in Your Organization
13. Using Affinity Mapping
What Is Affinity Mapping?
How Does Affinity Mapping Help?
What Are the Steps in Affinity Mapping?
Using Affinity Mapping in Your Organization
14. Using the Five Whys
What Are the Five Whys?
How Do the Five Whys Help?
What Are the Steps in Using the Five Whys?
Using the Five Whys in Your Organization
15. Using Fault Isolation
What is Fault Isolation?
How Does Fault Isolation Help?
What Are the Steps in Using Fault Isolation?
Using Fault Isolation in Your Organization
16. Using Hypothesis Testing
What Is Hypothesis Testing?
How Does Hypothesis Testing Help?
What Are the Steps in Hypothesis Testing?
Using Hypothesis Testing in Your Organization
17. Using the Technical Observation Post
What Is a Technical Observation Post?
How Does a Technical Observation Post Help?
What Are the Steps to Conducting a Technical Observation Post?
Using the Technical Observation Post in Your Organization
18. Using Ishikawa Diagrams
What Are Ishikawa Diagrams?
How Do Ishikawa Diagrams Help?
What Are the Steps to Using Ishikawa Diagrams?
Using Ishikawa Diagrams in Your Organization
19. Using Pareto Analysis
What is Pareto Analysis?
How Does Pareto Analysis Help?
What Are the Steps in Using Pareto Analysis?
Using Pareto Analysis in Your Organization
20. Summary
Review of Concepts Learned
Questions and Answers
Exercise 1: A Practical Understanding of Basic Service Management Concepts
Exercise 2: Understanding the Theory of Problem Management
Exercise 3: Establishing a Situational Approach to Problem Management
Exercise 4: Establishing a Vision and Baseline for Problem Management
Exercise 5: Real-World Approaches to Problem Management
Exercise 6: Defining Problem and Known Error Records
Exercise 7: Establishing an Effective Boundary between Problem and Incident Management
Exercise 8: Understanding Common Problem Situations
Exercise 9: Using Chronological Analysis
Exercise 10: Using Pain Value Analysis
Exercise 11: Using Brainstorming
Exercise 12: Using Affinity Mapping
Exercise 13: Using the Five Whys
Exercise 14: Using Fault Isolation
Exercise 15: Using Hypothesis Testing
Exercise 16: Using a Technical Observation Post
Exercise 17: Using Ishikawa Diagrams
Exercise 18: Using Pareto Analysis