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LinkedIn Learning

IT Service Management Foundations: Problem Management

via LinkedIn Learning

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Overview

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Problem management done well can improve customer experience, the bottom line, and the products a company creates. Discover tools that can help you truly resolve technical issues.

Syllabus

Introduction
  • The art of asking the right questions
  • What you should know
1. What Is Problem Management?
  • Introduction to problem management
  • Roles and responsibilities
  • Key metrics and success factors
  • Related processes and functions
2. Phase I: Problem Identification
  • Tracking and trending
3. Phase II: Problem Control
  • Selecting high-value targets
  • Cause analysis
  • Workarounds and known errors
4. Phase III: Error Control
  • Managing known errors
  • Identifying permanent solutions
5. Techniques
  • Clarify and verify
  • Problem statements
  • Data gathering
  • Identifying and testing possible causes
  • Decision-making
  • Risk management
  • Action items and tasks
6. Tools and Frameworks
  • Problem clarification tools
  • Prioritization tools
  • Possible cause identification
  • Cause mapping and avoidance tools
  • Investigation frameworks
Conclusion
  • Next steps

Taught by

Shane Chagpar

Reviews

4.7 rating at LinkedIn Learning based on 716 ratings

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