ITILPA - ITSM Problem Analyst

Overview

Duration: 4.0 days

ITSM Problem Analyst - Problem Analyst gives knowledge and practical experience of the main skills and competencies required in fulfilling the role of a Problem Analyst within IT Service Management. The syllabus has been developed around the Skills Framework for the Information Age (SFIA) level 3 and 4 guidelines for this role. This certificate builds upon the basic Service Management knowledge acquired through achieving the ITIL® V3 Foundation certificate. The qualification is multidimensional, combining a more detailed look at the structure and application of the key Problem processes and procedures, together with an insight into the soft skills required to meet the everyday challenges in the role of Problem Analyst.

Objectives

Describe Problem Management and the role of the Problem Analyst
Identify the importance of communication in this role
Demonstrate the specific skills and competencies associated with the role of Problem Analyst
Recognise the importance of maintaining Quality

Content

Remit of the Problem Analyst
Scope of Problem Management
Process overview
Problem Solving Techniques
Communications
AnchorCo-ordination of Specialist Resources
Maintaining Quality
Problem Analyst Role

Audience

Specialising in Problem Management and wish to extend or formalise their understanding and knowledge
Working in a role where Problem Management forms an integral part of the day-to-day activities
IT professionals that are working within other areas that have a direct interface with Problem Management, such as third party suppliers, application developers and other related service management functions.

Prerequisites

A pass of ITIL v3 Foundation or equivalent (ITIL v2 plus Foundation Bridge)

Certification

This course is not associated with any Certification.

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