Certification Exam Included



$1,699 [$1,599 - HDI Member Price]


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 in order 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.

What You Will Learn

  • The roles of a Problem Management Professional

  • Prioritizing and categorizing problems

  • The Differences between Reactive and Proactive Problem Management

  • Identifying the Source of Problems 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

  • Keys to success as a Problem Management Professional

Who Should Attend

Individuals working or planning to work within problem management, whether in a technical, managerial, or operational role.