Objective
Incident management is to restore the service as quickly as possible, while problem management deals with solving the underlying root cause of one or more incidents. The Problem Management Advanced course will enable you to design and implement a problem management process in your organization.
The course will train you on establishing problem management process roles and responsibilities, step by step approach in implementing key processes, defining process inputs/outputs, and reporting. You will also learn about drivers/inputs that trigger the problem management process.
In this course, you will be asked to read through lessons, participate in learning activities, and partake in knowledge checks designed to reinforce learning, followed by the end of the course final assessment.
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What you will learn:
- Understand basic concepts of problem management
- Learn about the roles and responsibilities associated with the problem
- management process
- Understand the input that triggers the problem management process
- Planning for problem management process implementation and training
- Understand the problem management process implementation guide (step by step
- approach)
- Understand process inputs and outputs
- Learn about problem management reporting
- Understand the problem management checklist
- Understand the activities and documentation