Problem management done well can improve customer experience, the bottom line, and the products a company creates. Discover tools that can help you truly resolve technical issues.
IT Service Management Foundations: Problem Management
Overview
Syllabus
Introduction
- The art of asking the right questions
- What you should know
- Introduction to problem management
- Roles and responsibilities
- Key metrics and success factors
- Related processes and functions
- Tracking and trending
- Selecting high-value targets
- Cause analysis
- Workarounds and known errors
- Managing known errors
- Identifying permanent solutions
- Clarify and verify
- Problem statements
- Data gathering
- Identifying and testing possible causes
- Decision-making
- Risk management
- Action items and tasks
- Problem clarification tools
- Prioritization tools
- Possible cause identification
- Cause mapping and avoidance tools
- Investigation frameworks
- Next steps
Taught by
Shane Chagpar
