ITIL® Problem Analyst (IPA)

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Duration 3 Days
 
OUTLINE
 
Problem Analyst Detailed Outline
  • What is Problem Management?
  • Key terms
  • Value of Problem Management
  • Managing lifecycle of Problem
  • High level interface with Service Management Processes
Scoping Problem Management
  • Area of Impact within Service Management
  • Linking to Service Management Lifecycle
  • Relationship of Incident, Problem, Known Errors and RFCs
Problem Management Process
  • Key activities
  • Input and output
  • Tools for supporting problem recording
  • How to categorize problem
  • Importance of prioritize problem
  • Problem model for efficient and effectiveness of problem solving
  • How to handle Major Problem
Problem Solving Techniques
  • Risk overview
  • Risk qualitative and quantitative Assessment
  • Role of Configuration Management System in problem solving
  • Structural approach of problem solving
  • Techniques and types of workshop in problem investigation and diagnosis
  • Six serving-men technique
  • Lotus Blossom technique
  • Kepner and Tregoe Method
  • Root Cause Analysis
  • Prioritizing Techniques
People Involved in Problem Solving
  • Roles and organization consideration
  • Reactive and Proactive Problem Management
  • Service Design and Transition Involvement
  • Assignment Matrix
  • Problem Analyst skill profile
Communication
  • Overview
  • 3 elements of communication
  • Specific Requirement
Quality
  • Service Quality
  • Need of Continual Service Improvement
  • Problem Management contribution
 
Individual exercises, assessment and group discussions will be conducted during class to re-enforce the concepts and hands on practice to convert knowledge into skill.
 
 
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  Course Duration

         3 Days

 Price List

          49,000 Baht
          Special Offer : Contact us

  Available Schedule

10 - 12 Jun 2019
15 - 17 Oct 2019