Course Description 

Problem Management can drive value to the business by eliminating failures to the infrastructure and by preventing incidents and problems from occurring through analysis of historical data and trend analysis. This workshop investigates the core requirements of problem management including its relationship to incident management and the incident/problem/ change lifecycle. We look at a case study implementation of the ITIL problem management process and illustrate how to map out problem management utilizing swim-lane or cross-functional diagrams.

All key technology interfaces will be depicted along with the key function of the technical support partners throughout the problem management process. Focus will be placed on developing strong internal communication and managing the change to the IT culture. Technical Support Partner’s roles and responsibilities are defined. Strategies for effective Proactive Problem Management will be demonstrated and explored.

Price: $350.00

Member Price: $315.00