BCS Specialist Certificate in Problem Management

• Individuals who require a working knowledge of the industry best practice used in Problem Management and how it may be used to enhance the quality of ITSM within an organisation.
• IT professionals who are working within an organisation which has adopted and adapted some of these practices and are required to deliver or improve Problem Management within an ongoing Service Improvement Programme (SIP)
• Individuals who wish to sit the BCS Specialist Certificate in Problem Management Exam (sat on the last day of the course)

Holders of the BCS Specialist Certificate in Problem Management will be able to demonstrate their competence in, and their ability to:

• Explain the goal and objectives of Problem Management
• Understand and explain the processes, roles and functions, especially those related to Problem Management
• Use different approaches to, and application of, standards, industry best practice frameworks and guidelines, relevant to Problem Management
• Develop and improve the customer and business focus of problem management
• Use and apply the problem management process to manage the resolution of problems in conjunction with all other areas of IT
• Define problem management requirements and understand, select, develop and implement the most appropriate problem management solutions, technology and environment
• Implement and manage problems through all stages of the problem lifecycle
• Develop and agree problem and incident categories and priorities in collaboration with the relevant stakeholders
• Co-ordinate, schedule, target and focus resources on the resolution of problems and incidents, based on priorities
• Be aware of the support tools and techniques available for the implementation and support of problem management and where possible identify and instigate improvements
• Practical analysis of problem and incident records, reports and statistics and propose resolutions to reduce the number of problems and incidents by proactively preventing potential incidents, in conjunction with the service desk and incident management Produce problem management reports for dissemination and interpret and use their contents
• Understand the interdependencies between problem management and other IT areas and processes
• Assist with the planning and implementation of problem management

Candidates must hold the ITIL Foundation Certificate V3 or V2 with Managers Bridge. It is recommended that candidates have a minimum of two years experience in IT Service Management.

Contact CM Training about training opportunities in these fields.

Introduction to Problem Management.

• The history of IT Service Management
• An introduction to IT Service Management
• The goals and objectives of the problem management process.

Problem Management related processes, based on industry best practices.

• Problem Management concepts and principles
• The how – ITIL and its application to problem management
• A generic problem management process
• The what – the requirements of the ISO/IEC 2000 standard.

Tools, methods and techniques.

• Awareness, knowledge and use of problem management support tools and techniques.

 Problem Management roles and responsibilities.

• Skills framework for the information age and its use in defining problem management roles
• ITIL and its use in defining problem management roles.

Control, measurements and reporting activities.

• COBIT and its application to problem management
• The preparation of problem management reports for dissemination.

Analysis of reports, statistics and trends.

•  The analysis of reports, statistics and reports, identifying trends.

Interfaces and Dependencies.

• Incident Management
• Service Level Management
• Request fulfilment
• Change and release management.

Planning, improvements and implementation.

• Provide an overview of the planning, implementation and continual improvement of Problem Management.

Mock Examination