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Problem Management

A half day course that teaches students the ins and outs of the Problem Management process in ExpertDesk. The training is a combination of lectures and lab exercises that follow the Problem Management process and at the same time show how to use the ExpertDesk User Interface.

After completing the training the student will be able to describe and support the Problem Management process using ExpertDesk and the designated forms. Aside from defining problems the student will learn to form relations between problem management and the other ITIL processes.

Course Objectives

At the end of this course, students:

Process Knowledge

• Are familiar with the concept of tickets and tasks
• Are familiar with the responsibilities of groups and individuals within the process
• Know the basic concepts and terminologies used within the process such as service process, service, CI, status, progress notes, work around and known error.
• Can differentiate roles, users and groups within the problem management process.

ExpertDesk skills for Problem Management

• Create new problem tickets
• Add attachments to a call or problem ticket
• Add affected CI’s to a call or problem ticket
• Pick up new tickets and process them
• Create tasks for resolving agencies (business groups)
• Know the problem management status and phase transitions and the associated actions
• Understand CI correlation indication and are able use this information to check for tickets with the same origin or cause
• Link incidents to a problem ticket to automatically close the incidents when the problem is solved
• Are able to browse through the CMDB to analyse incidents to create problem tickets
• Use the knowledge base and scripting mechanism as an aid for solving tickets or tasks

Student Profile

The training course is suitable for employees involved in the Problem Management process; e.g.Problem Managers, Problem Users and Problem Data Administrators. Students must have completed the ExpertDesk Basic Course. The Problem Management course teaches students how to create knowledge base items, like known errors or work arounds.

Course Information

Problem Management is a half-day course.
The course is given to a minimum of 5 but no more than 10 students.
The fee per student is € 225,-.

Available course dates

Questions? Contact our Training department.