- IT Service Management
- Service Restoration Overview
- Problem Management
- Roles and Responsibilities
- Relationships
- Root Cause Analysis (RCA) Techniques
- Measuring Problem Management
- Problem Management Road Map
1. IT Service Management
- IT Service Management
- Functions and Processes
2. Service Restoration Overview
- Service Restoration
- Service Restoration Processes
- Incident and Problem Management
- Common Process Activities
3. Problem Management
- Problem Management Overview
- Detection and Categorization
- Investigation and Diagnosis
- Resolution
- Closure
- Major Problem Review
4. Roles and Responsibilities
- Primary Problem Management Roles
- Complementary Roles
- Responsibility, Accountability, Consulted, and Informed Model
5. Relationships
- Relationship to ITSM Processes
- Relationship to ITSM Functions
6. Root Cause Analysis (RCA) Techniques
- Simple RCA Techniques
- More Complex RCA Techniques
7. Measuring Problem Management
- Metrics
- Common Problem Management Process Metrics
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