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Schedule NTC Network Training Center

ITIL® Problem Analyst (IPA)

Duration: 3 Days


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


  • Overview
  • 3 elements of communication
  • Specific Requirement


  • 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.


ITIL® and IT Infrastructure Library® are (registered) trade mark of AXELOS Limited, used under permission of AXELOS Limited. 
All rights reserved.

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