| Itil Workshop: Problem Management |
ID: ssipm0 | Longueur du cours:2 | Nom de Compagnie:Choquette Technology Associates Inc.
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Module 0: Plan for the Implementation of Problem Management |
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Module 1: Support the Incident Management Process |
- Management and Resolution of Incidents When Service Desk Unable
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Module 2: Define, Implement and Manage the Following Activities |
- Carry Out An Incident Analysis
- Identify and Create a Problem Record
- Diagnose the Cause of Problems
- Identify Problem Resolutions
- Assign Known Errors To the Appropriate Configuration Item(s)
- Raise Remedial Changes If Necessary
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Module 3: Define and Agree Incident and Problem Categories and Priorities |
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Module 4: Support Tools and Techniques Available |
- For the Implementation of Problem Management
- Be Able To Indicate How Improvements Can Be Made
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Module 5: Analyse Incident and Problem Reports and Statistics |
- Determine Trends
- Identify Weak Areas
- Propose Resolutions To Reduce the Number of Incidents
- Proactively Identify and Prevent Possible Problems
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Module 6: Prepare Problem Management Reports |
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Module 7: Co-ordinate, Schedule, Target and Focus Resources |
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Module 8: Understand the Interdependencies Between Problem Management and Other IT and Service Management Processes |
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