ITIL Specialist - Problem Management

Those working or preparing to work in a Problem Management function whether at a technical, operational, supervisory or managerial level.

In particular:

• Individuals who require knowledge of best practice used in Problem Management and how it may be used to enhance the quality of ITSM
• IT professionals working within an organisation which has adopted some of these practices and are required to deliver or improve Problem Management within an ongoing Service Improvement Programme (SIP).

The purpose of the Specialist qualification in Problem Management is to certify that the candidate has gained the knowledge of relevant industry best practices and is capable of applying them in a working environment.

Holders of the ISEB Specialist Certificate in Problem Management will be able to demonstrate their competence in, and their ability to:

• Explain the goal and objectives of Problem Management
• Understand and explain the processes, roles and functions, especially those related to Problem Management
• Use different approaches to, and application of, standards, industry best practice frameworks and guidelines, relevant to Problem Management
• Develop and improve the customer and business focus of Problem Management
• Use and apply the Problem Management process to manage the resolution of problems in conjunction with all other areas of IT
• Define Problem Management requirements and understand, select, develop and implement the most appropriate Problem Management solutions, technology and environment
• Implement and manage problems through all stages of the problem lifecycle
• Develop and agree problem and incident categories and priorities in collaboration with the relevant stakeholders
• Co-ordinate, schedule, target and focus resources on the resolution of problems and incidents, based on priorities
• Be aware of the support tools and techniques available for the implementation and support of Problem Management and where possible identify and instigate improvements
• Practical analysis of problem and incident records, reports and statistics and propose resolutions to reduce the number of problems and incidents by proactively preventing potential incidents, in conjunction with the Service Desk and Incident Management
• Produce Problem Management reports for dissemination and interpret and use their contents
• Understand the interdependencies between Problem Management and other IT areas and processes
• Assist with the planning and implementation of Problem Management