Product Description

TOPICS

Course Outline
1. IT Service Management  IT Service Management  Functions and Processes
2. Service Restoration Overview  Service Restoration  Service Restoration Processes  Incident and Problem Management
Common Process Activities
3. Problem Management  Problem Management Overview  Detection and Categorization Investigation and Diagnosis Resolution Closure Major Problem Review
4. Roles and Responsibilities
Primary Problem Management Roles Complementary Roles
Responsibility, Accountability, Consulted, and Informed Model
5. Relationships
Relationship to ITSM Processes Relationship to ITSM Functions
6. Root Cause Analysis (RCA) Techniques
Simple RCA Techniques More Complex RCA Techniques
7. Measuring Problem Management Metrics Common Problem Management Process Metrics
8. Problem Management Road Map Road Map Process Maturity Assessment Process Assessment Report Establishing the Target Maturity Level Creating the Improvement Plan Problem Management Challenges