Cherwell Video Learning Library

Introducing Problem Management

Examine the Benefits and Process of Implementing Problem Management
1 HOUR 25 MINUTES

420 STUDENTS ENROLLED
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About the Course:

In this course, you will begin with an introduction to Problem Management and a discussion of how Incident Management and Problem Management are related. Jim will show you how to perform a Root Cause Analysis and how to answer key questions about maturity levels. The course concludes with a discussion about Return on Investment and the keys to a successful implementation of Problem Management.

About the Instructor:

Jim Bolton is the president and founder of Propoint Solutions Inc. Jim is an IT Service Management Consultant, ITIL® trainer, author, and speaker at conferences around the world on IT Service Management topics.  He co-authored the book titled: Problem Management: A Practical Guide, which is part of the IBP (International Best Practice) library.  Jim has served on the HDI Strategic Advisory Board, the itSMF Local Chapter Board, and as Track Chair for itSMF USA and HDI conferences. Jim was honored to receive the IT Industry Legend award in 2014. www.propointsolutions.com

Course Curriculum

Introducing Problem Management
0 Hours 14 minutes00:14
Connecting Incident and Problem Management
0 Hours 10 minutes00:10
Analyzing the Root Cause
0 Hours 20 minutes00:20
Reporting with Process Metrics
0 Hours 7 minutes00:07
Examining Maturity Levels
0 Hours 18 minutes00:18
Calculating Return on Investment
0 Hours 8 minutes00:08
Exploring the Keys to Problem Management Success
0 Hours 8 minutes00:08

Course Reviews

  1. Profile photo of Stephen.Mead Stephen.Mead says:

    Very clear and concise overview of Problem Management. Can recommend for those who need an overview of what PM is and it’s benefits.

  2. Problem Management
    Well presented and clear. I learned more about problem management than I have in week long courses.

  3. Explained Very Well
    This is an excellent intro to Problem Management. Jim was clear, explained things well, and is a great instructor.

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