The identification, management and resolution of problems that affect the quality and efficiency of service provision are absolutely crucial in IT services that underpin critical business operations.
"The ITIL Problem Management Practitioner Course is aimed at arming delegates with the tools to proactively analyse and avoid problems," says David Anderson, MD of Foster-Melliar. "It inadvertently reduces the number and severity of problems encountered allowing for a perceivable increase in the quality of service delivered," adds Anderson.
"The three-day training course leads to the ISEB Practitioner Certificate in Problem Management that covers the service management discipline of problem management as described in the IT Infrastructure Library (ITIL) Service Support book," explains Anderson. "It also focuses on general ITIL Service Management principles and the interdependencies between these and Problem Management," adds Anderson.
"The ideal candidate for this course should be a practitioner in the problem management process and must be the holder of a Foundation Certificate in IT Service Management," says Anderson. "The course is not centred around the service desk as such but rather puts the role that the service desk plays into perspective in terms of incident management and other supporting operational groups such as the technical department, together forming a synergy for proactive problem management," explains Anderson.
"The Problem Management Practitioner Course clarifies the role that a problem manager fulfils in terms of what should be expected from other processes," says Anderson. "Delegates will have a better understanding of how to prioritise problems, the intricacies involved in conducting a major problem review and a comprehensive introduction to formal Root Cause Analysis techniques such as the Kepner - Troegoe analysis method. Furthermore, delegates are exposed to the correct tools used in problem management that will render a comprehensive report in addition to correctly analysing an incident report that will ultimately lead to premium measurement and improvement of processes" adds Anderson.
The certification of the course is awarded by the British Computer Society, the oldest and most respected professional IT society in the U.K. Founded in 1957 it was awarded a Royal Charter in 1984, with the Duke of Kent as its patron. Today it has over 50,000 members in more than 100 countries. It sets standards in professional competence through its Information Systems Examination Board (ISEB) and awards certificates for successful candidates.
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