Problem Management Professional : 2 - Day Workshop | Mississauga, ON

Group Discounts:

• Save 10% when registering 3 or more participants
• Save 15% when registering 10 or more participants

About This Course

Duration: 2 Days (9:00 AM – 5:00 PM)
Delivery Mode: Classroom / In-Person Workshop
Language: English
Credits: 16 PDUs / Training Hours
Certification: Course Completion Certificate Provided
Refreshments: Lunch, tea/coffee, and snacks included

Course Overview

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.

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 ITSM frameworks, including
ITIL, ISO/IEC 20000, and COBIT.

Learning Objectives

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

Target Audience

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

Why choose this course?

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 and is based on the concepts, Principles, and Best Practices found in various ITSM frameworks, including ITIL, ISO/IEC 20000, and COBIT.

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Want to train your entire team together?

This two-day workshop can be delivered in a classroom or virtual format to support team learning and consistent understanding of problem Management best practices.

📧 Contact us today to schedule a customized in-house, face-to-face session at

Info: ● IT Service Management
● Functions and Processes

Info: ● Service Restoration
● Service Restoration Processes
● Incident and Problem Management
● Common Process Activities

Info: ● Problem Management Overview
● Detection and Categorization
● Investigation and Diagnosis
● Resolution
● Closure
● Major Problem Review

Info: ● Primary Problem Management Roles
● Complementary Roles
● Responsibility, Accountability, Consulted, and Informed Model

Info: ● Relationship to ITSM Processes
● Relationship to ITSM Functions

Info: ● Simple RCA Techniques
● More Complex RCA Techniques

Info: ● Metrics
● Common Problem Management Process Metrics

Info: ● Road Map
● Process Maturity Assessment
● Process Assessment Report
● Establishing the Target Maturity Level
● Creating the Improvement Plan
● Problem Management Challenges

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