This certification is based on the ITIL® framework and was developed by itSMF UK - the country's leading association for IT Service Management professionals.
- Extend and formalize understanding of problem solving in terms of IT Service Management to become a specialist in problem resolution.
- Apply knowledge and improve current processes and practices in the workplace to prevent issues from occurring.
- Record information about resolved problems to speed up resolution time and identify permanent solutions, reducing number and resolution time of incidents.
Problem Analysts teaches you how to prevent problems and resulting incidents from happening. When incidents are resolved, information about the resolution is recorded. Over time, this information is used to speed up the resolution time and identify permanent solutions, reducing the number and resolution time of incidents. This results in less downtime and less disruption to business critical systems.
- ITIL Foundation certificate.
People with the role of problem analyst within a service management environment. It is also relevant to other key staff involved either directly or indirectly with problem management activities. This includes but is not limited to service desk and incident analysts, change analysts, IT technical support areas (availability, capacity and IT service continuity), other service management personnel and business and user representatives.
- The purpose, value and positioning of problem management within an IT service management environment.
- The main interfaces between the problem analyst and other process areas within IT service management and how the impact of problems for a variety of service components can be reduced.
- How to identify and describe the key activities that are contained in the problem management process.
- The concept of problem solving techniques and their application to a given scenarios.
- How to apply the main concepts of root cause analysis and the maintenance of known errors and problem records.
- Identifying people involved within problem management and be able to translate the type of involvement into a RACI matrix.
- Identifying different channels of communication and determine their applicability for given scenarios.
- How problem management controls and maintains quality.
- Objective testing
- 20 questions per paper
- 13 marks required to pass (out of 20 available) - 65%
- 60 minutes duration
- Scenario Booklet to be used during examination