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ITSM Practices
Problem Management
4 Sections
8 Lessons
4 Quizzes
10 Weeks
Curriculum
4 Sections
8 Lessons
10 Weeks
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Problem Management Foundations and the Known Error Database
3 Items
1.1
Problem Management Fundamentals
1.2
Root Cause Analysis & the Known Error Database
1.3
Problem Management Foundations and the Known Error Database Knowledge Check
14 Questions
Problem Identification, Logging and Prioritization
3 Items
2.1
Detecting Problems: Sources, Trend Analysis and the Problem Record
2.2
Prioritizing Problems, Problem Models and Working with Incidents and Changes
2.3
Problem Identification, Logging and Prioritization Knowledge Check
14 Questions
Root Cause Analysis Techniques
3 Items
3.1
Structured Cause Finding: Kepner-Tregoe Analysis and Fault Tree Analysis
3.2
Facilitating RCA Sessions, Avoiding Blame and a Worked Exercise
3.3
Root Cause Analysis Techniques Knowledge Check
15 Questions
Known Errors, Workarounds and Proactive Problem Management
3 Items
4.1
Known Error Lifecycle, Workaround Quality and Permanent Fixes Through Change
4.2
Proactive Problem Management, Metrics, Tooling and Course Wrap-Up
4.3
Known Errors, Workarounds and Proactive Problem Management Knowledge Check
15 Questions
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