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HDI® Problem Management Professional

Problem Management Professional HDI®

The course is intended for those who wish to gain a working knowledge of industry best practices related to problem management. It is ideal for professionals who are working or are planning to work within problem management, whether in a technical, managerial, or operational role.

The responsibilities of problem management professionals vary from organization to organization, but they often include: assisting with the planning and implementation of the problem management process; performing both reactive and proactive problem management; prioritizing and categorizing problems; investigating and diagnosing the problems; coordinating and/or executing cause analysis; developing workarounds, and proposing changes to resolve issues.

The HDI Problem Management Professional Certification Standard is based on the concepts, principles, and best practices found in various ITSM frameworks, including ITIL, ISO/IEC 20000, and COBIT.


The 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 course is for those working or preparing to work in a Problem Management role and 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.



Basic IT literacy

Exam Information

The Problem Management exam can be taken on the last day of the course (in-class), or any time after the course is completed via online or at our testing center

The examination is 1½ hours closed book, multiple-choice paper.

There are 25 questions which are scenario based.

Pass Mark – 16/25

Achieving the certificate provides two credits toward your ITIL Expert certification



Module 1: Service Management

Service Management

Functions and Processes

Module 2: Service Restoration Overview

Service Restoration

Service Restoration Processes

Incident and Problem Management

Common Process Activities

Module 3: Problem Management

Problem Management Overview

Detection and Categorization

Investigation and Diagnosis



Major Problem Review

Module 4: Roles and Responsibilities

Primary Problem Management Roles

Complementary Roles

Responsibility, Accountability, Consulted, and Informed Model

Module 5: Relationships

Relationship to ITSM Processes

Relation to ITSM Functions

Module 6: Root Cause Analysis (RCA) Techniques

Simple RCA Techniques

More Complex RCA Techniques

Module 7: Measuring Problem Management


Common Problem Management Process Metrics

Module 8: Problem Management Road Map

Road Map

Process Maturity Assessment

Process Assessment Report

Establishing the Target Maturity Level

Creating the Improvement Plan

Problem Management Challenges


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