BCS Specialist Certificate In Problem Management

BCS Specialist Certificate in Problem Management Course Outline

1. Module: Introduction to Problem Management.
   1. The history of IT Service Management.
   2. An introduction to IT Service Management.
   3. The goals and objectives of the problem management process.

2. Module: Problem Management related processes, based on industry best practices.
   1. Problem Management concepts and principles.
   2. The how – ITIL and its application to problem management.
   3. A generic problem management process.
   4. The what – the requirements of the ISO/IEC 2000 standard.

3. Module: Tools, methods and techniques.
   1. Awareness, knowledge and use of problem management support tools and techniques.

4. Module: Problem Management roles and responsibilities.
   1. Skills framework for the information age and its use in defining problem management roles
   2. ITIL and its use in defining problem management roles.

5. Module: Control, measurements and reporting activities.
   1. COBIT and its application to problem management.
   2. The preparation of problem management reports for dissemination.

6. Module: Analysis of reports, statistics and trends.
   1.  The analysis of reports, statistics and reports, identifying trends.

7. Module: Interfaces and Dependencies.
   1. Incident Management.
   2. Service Level Management.
   3. Request fulfilment.
   4. Change and release management.

8. Module: Planning, improvements and implementation.
   1. Provide an overview of the planning, implementation and continual improvement of Problem Management.

9. Mock Examination