PRE-5: HDI PROBLEM MANAGEMENT PROFESSIONAL

Problem management focuses on determining the root cause, identifying temporary workarounds, and applying permanent fixes so that incidents don’t happen again. Additionally, problem management uses trending data from incident and event management to identify potential failures and correct issues before the customer is impacted (I.e., "the incident that never happened"). 

The HDI Problem Management Professional may be a role and not a position within some organizations or a full-time position in others. These professionals perform both reactive and proactive problem management and may assist with high priority incidents to minimize business impact. Through case study exercises, participants will learn how to design, integrate, and implement a process that includes both reactive and proactive problem management activities. 

This high-energy workshop is filled with interactive discussion points, practical guidance, templates, quick wins, and tips for successfully implementing best-practice methodologies for problem management.

• The roles of a Problem Management Professional;

• A method for prioritizing and categorizing problems;
• The Differences between Reactive and Proactive Problem Management;
• A Strategy for Identifying the Source of a Problem and Eliminating Them;
• The interdependency of problem management and incident management;
• Proven methodologies for investigating major problems;
• Relationships between knowledge management, known errors, and workarounds;
• Understand critical success factors and key performance indicators for problem management; and
• Keys to success as a Problem Management Professional.

Who Should Attend

• Individuals who wish to be certified in problem management;
• Individuals who are working or plan to work within problem management, whether in a technical, managerial, or operational role; and
• Individuals who are preparing for the HDI Problem Management Professional certification exam.

Two-Day Course Includes