Business Skills Problem Management Training

HDI

Featured Course

2001

HDI Problem Management Professional

The responsibilities of problem management professionals vary from organization to organization, but they often include: assisting with the planning and implementation of the problem management process; performing both reactive and proactive problem management; prioritizing and categorizing problems; investigating and diagnosing the problems; coordinating and/or executing root cause analysis; developing workarounds; and proposing changes to resolve issues.

The HDI Problem Management Professional Certification Standard is based on the concepts, principles, and best practices found in various IT service management (ITSM) frameworks, including ITIL®, ISO/IEC 20000, and COBIT®.

Related Certification:

The HDI Problem Management Professional certification is intended for those who wish to gain a working knowledge of industry best practices related to problem management. It is ideal for IT professionals who are working or are planning to work within problem management, whether in a technical, managerial, or operational role.

  • Best practice frameworks and standards for ITSM
  • Service restoration from an incident and problem management perspective
  • The problem management activity flow
  • The importance of detection, prioritization, and categorization
  • Methods for investigation and diagnosis
  • The roles and responsibilities of the problem management professional
  • Problem management process relationships
  • The interdependencies between incident and problem management
  • The relationships between knowledge management, known errors, and workarounds
  • Proven methodologies for conducting root cause analysis
  • The differences between reactive and proactive problem management
  • Critical success factors and key performance indicators for problem management
  • The problem management road map and how to use it in your organization