Problem Management Awareness Part I - CS/006/01
OBJECTIVES
- Understand incident vs. problems
- Understand quick fix and permanent problem resolution
- Key definitions and basic concepts for problem management
- Decide whether you need to implement problem control
- Key process activities of the problem management process
- Understand workarounds and solutions
- Developing problem management policy
- Learn about problem management process interfaces
- Critical success factors and key performance indicators
Enjoy our sample video!
WHO THE COURSE IS FOR?
IT Employee, Compliance and Risk Management Team, Manager, and IT Management
COURSE CONTENTS
The objective of incident management is to restore the service as quickly as possible while problem management deals with solving the underlying root cause of one or more incidents. The Problem Management Awareness course will enable you to gain and apply the skills and techniques to your own organization to establish problem management best practices. You will learn when and how to implement problem control process, understand the workarounds, develop policy and procedures, and define critical success factors as well as key performance indicators.
In this course, you will be asked to read through lessons, participate in learning activities, and partake in knowledge checks designed to reinforce learning followed by the end of the course final assessment.