BCS Specialist Certificate in Problem Management Exam

Duration: 
3 days
Codes: 
BCS,BCS3SPM

Overview

This course provides candidates with an understanding of the principles of, and practical experience of using, industry best practice involved in operating, monitoring, reporting, implementing, planning and improving the management of problems, leading to a Specialist qualification in Problem Management

This qualification reflects the general industry best practices currently in use in IT Service Management (ITSM) and particularly Problem Management. The subject matter within this qualification is based on industry best practice, frameworks and guidelines including ITIL, COBIT and ISO/IEC 20000. This qualification forms part of the 'ITSM Specialist' series

BCS courses are delivered by Accredited BCS Training Partners

Audience

  • 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)

This course is for those working or preparing to work in a Problem Management role and/or within a Problem Management process whether at a technical, operational, supervisory or managerial level. This course may also be of interest to Project Managers, Business Managers and Business Process Owners.

The purpose of the Specialist qualification in Problem Management is to certify that the candidate has gained the knowledge of relevant industry best practices and is capable of applying them in a working environment.

Prerequisites

  • Possession of the ITIL V3 Foundation Certificate in Service Management or the ITIL V2 Foundation Certificate in Service Management plus the Bridging Certificate is mandatory before the qualification can be awarded.
  • Candidates who do not yet hold either of the above (e.g. they are waiting for their Foundation result) will have their exam result withheld until they can provide evidence of certification.
  • On attending the course please ensure you provide documented evidence that you have passed the ITIL Version 3 Foundation Certificate or ITIL Version 2-3 Foundation Bridge Certificate, by either presenting your certificate (or a copy of your certificate) to the course lecturer. If you cannot provide the physical certificate, then as a minimum you must provide the certificate number. If the exam board was not BCS, you must also provide the name of the examination board who issued the certificate. Failure to comply with this requirement will result in you exam results being withheld by the exam accreditation body. If you have lost your certificate or you do not have a record of your certificate number please contact BCS (formerly ISEB) directly before attending the course. BCS can be contacted on the following number 01793 417655.

Candidates are advised that Photo ID must be brought to the examination (Driving License, Passport and named work ID badges are all acceptable). This an BCS requirement and delegates will be turned away from the examination if Photo ID is not produced

Course Outline

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
  • Examination:
  • The examination is a 1½ hours 'closed book', multiple-choice paper. There are 25 questions which are scenario based.

Certification:

This qualification forms part of the BCS ITSM Specialist series.

ITIL is a registered trade mark of AXELOS.

Exam

  • Possession of the ITIL V3 Foundation Certificate in Service Management or the ITIL V2 Foundation Certificate in Service Management plus the Bridging Certificate is mandatory before the qualification can be awarded.
  • Candidates who do not yet hold either of the above (e.g. they are waiting for their Foundation result) will have their exam result withheld until they can provide evidence of certification.
  • On attending the course please ensure you provide documented evidence that you have passed the ITIL Version 3 Foundation Certificate or ITIL Version 2-3 Foundation Bridge Certificate, by either presenting your certificate (or a copy of your certificate) to the course lecturer. If you cannot provide the physical certificate, then as a minimum you must provide the certificate number. If the exam board was not ISEB, you must also provide the name of the examination board who issued the certificate. Failure to comply with this requirement will result in you exam results being withheld by the exam accreditation body. If you have lost your certificate or you do not have a record of your certificate number please contact ISEB directly before attending the course. ISEB can be contacted on the following number 01793 417655.
  • Photographic identification for exams and BCS reasonable adjustments policy

If you are taking a BCS exam you must bring photographic identification (passport, driving license or student card) as it is a BCS requirement to produce it for the invigilator prior to the exam. Failure to produce a valid form of photographic identification will result in a candidate not being able to sit the exam. The BCS also allow additional time for candidates who have a disability and whose business language is not English. Candidates can request this additonal time in line with the BCS reasonable adjustments policy. If you believe you qualify please contact our examination administration team (number below) who will provide you with the appropriate form for submission to the BCS.

Thinking about Onsite?

If you need training for 3 or more people, you should ask us about onsite training. Putting aside the obvious location benefit, content can be customised to better meet your business objectives and more can be covered than in a public classroom. It's a cost effective option.

Submit an enquiry from any page on this site, and let us know you are interested in the requirements box, or simply mention it when we contact you.

Upcoming Dates

  • GREEN This class is Guaranteed To Run.
  • SPVC - Self-Paced Virtual Class.
  • Click a Date to Enroll.
Course Location Days Cost Date
London
London3 1570 £1570 2018-12-12
London
London3 1570 £1570 2018-12-12
London
London3 1500 £1500 2019-01-02
London
London3 1500 £1500 2019-01-02
Onsite
Onsite3 1500 £1500 2019-01-18
Yorkshire
Leeds3 1500 £1500 2019-02-07
Yorkshire
Leeds3 1500 £1500 2019-02-07
London
London3 1500 £1500 2019-03-12
London
London3 1500 £1500 2019-03-12
London
London3 1500 £1500 2019-05-07