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ITIL Specialist - Problem Management

Course Details

Name ITIL Specialist - Problem Management
DescriptionThis 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.   Target Audience This course is aimed at 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. This course is aimed at: 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). 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.    
URL
Location:
Birmingham
Start Date:
Working Days:
Price:
£799.00 +vat
Availability:
Exam:
Residential:
Course ID:
457100

Overview

This 3-day course provides candidates with an understanding in the principles of, and practical experience of, using industry best practice 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 'BCS ITSM Specialist' series.

Target 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.

What's included with this course?

  • Exam
  • 12-month BCS Associate membership

Learning Objectives

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

Pre-Requisites

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.+

Success on the course will be enhanced by candidates spending at lead 10 hours on reviewing their ITIL Foundation material prior to attending one of the BCS Specialist courses.

Essential Prerequisites

Proof of prerequisites MUST be produced on the day of the exam to the trainer.

Acceptable forms of prerequisite confirmation are as follows:

  •   A copy of the candidates examination certificate
  •   Confirmed entry in the AXELOS Successful Candidate Register. You will need to provide the full SCR number (registration/candidate number located on your certificate).

Delegates without evidence of the prerequisites will NOT be permitted to sit the exam.

Course Content

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.

Birmingham - Hill Street

Description:

Centre City Tower

  • Easy access from main travel routes
  • Spacious, comfortable air-conditioned classrooms
  • Drinks and snacks available
  • Internet access
  • Choice of hotels and accommodation available nearby
  • Compliance with Disability Discrimination Act (DDA) building access requirements.

Location:

10th Floor
Centre City Tower
5-7 Hill Street
Birmingham
B5 4UA

 

Directions:

This Birmingham Training Centre is situated in the centre of Birmingham, close to New Street Station and Shopping Centre. The entrance is on Hill Street.


Travelling by Rail:

From Birmingham New Street Train Station:
From New Street Station turn right into Smallbrook Queensway and take the second right into Hill Street. The offices are on the right.


Travelling by Car:

Parking - A number of NCP car parks are within easy walking distance.


From M1/M6 North and South/M40 and M42 - Leave the M6 at Junction 6 onto the A38(M) Aston Expressway signposted Birmingham Central. Follow signs for City Centre until end of motorway then keep right onto flyover - signposted A38 Bromsgrove. Continue following A38 Bromsgrove signs under two underpasses. Take exit onto Suffolk Street (past the Alexandra Theatre) to Holloway Head island. Take first exit onto Smallbrook Queensway signposted Stratford A34 and Solihull A41. After 100m, immediately after the Holiday Inn, take the first left at traffic lights into Hill Street. Centre City Tower is on the right

 

From M5 - Leave motorway at Junction 3. Take third exit (A456) signposted City Centre. Follow City Centre signs for five miles along the Hagley Road to Five Ways. Keep left (ignore City Centre underpass sign and follow Other Routes) up to Five Ways Roundabout. Take third exit signposted Inner Ring Road South and East and New Street Station. Bear left onto B4127, following signs for New Street Station, past sports ground to first roundabout (Holloway Circus). Go straight over roundabout onto Smallbrook Queensway. After 100m, immediately after the Holiday Inn, lights into Hill Street. Centre City Tower is on the right.

Success on the course will be enhanced by candidates spending at lead 10 hours on reviewing their ITIL Foundation material prior to attending one of the BCS Specialist courses.

Examination:

The examination is a 1½ hours 'closed book', multiple-choice paper. There are 25 questions which are scenario based. Normally, the examination will be held on-site at the conclusion of the course. However, BCS will normally also arrange four central examinations per year in March, June, September and December; please contact the BCS for further details.

Certification:

This qualification forms part of the BCS ITSM Specialist series.

ITIL® is a registered trade mark of AXELOS.

If you are taking a BCS exam you must bring photographic identification with you (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. For any questions about what form of identification is acceptable please contact your Account Manager.

BCS allow additional time for candidates who have a disability or whose native language differs to that of the examination paper. Full details are provided in the BCS Reasonable Adjustments Policy which is available to view on the BCS website. If you believe you qualify for this then please notify the Exam Administration team as early as possible. At least two weeks' notice will be required for processing this request. Delegates failing to advise us and provide evidence when requested, may not be allowed the additional support offered via the BCS policy.


 

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