ITIL: Problem and Change Management

Overview/Description
 Every information technology (IT) system suffers unexpected problems and errors. These unexpected interruptions can be extremely costly in terms of lost productivity and lost customer satisfaction. The IT infrastructure library (ITIL) is the most widely accepted approach to IT service management (ITSM), and it can help organizations set up rigorous processes to identify, classify, and resolve problems and errors, as well as identify and implement appropriate solutions. The delivery and support of IT services are divided into core processes within ITIL. This course covers two service support processes: problem management and change management. This course is intended to help learners prepare for the IT Service Management Foundation Certificate exam.

Target Audience
 IT managers and support personnel who seek to improve and streamline the processes used to support the deployment of information technology within a business organization and targeted to individuals preparing for the IT Service Management Foundation Certificate exam

Expected Duration
2.5

Lesson Objectives:

Problem Management

  • identify the benefits of understanding the operations of the problem management process.
  • distinguish between problems and known errors.
  • identify activities within the scope of the problem management process.
  • identify outputs of the problem management process.
  • identify examples of problem control activities.
  • prioritize examples of problems handled in a problem management process.
  • match the error control activities with examples.
  • identify the activities used for proactive problem management.
  • identify the roles performed by a problem manager.
  • identify critical factors for the success of the problem management process.
  • identify the common problems associated with problem management.

    • Change Management

  • identify the benefits of understanding the change management process.
  • distinguish between change requests and service requests.
  • sequence the steps in the change management process.
  • identify the outputs of the change management process.
  • identify the types of information included on a request for change.
  • identify factors that determine the priority of a change request.
  • identify examples of the roles change management plays in coordinating changes.
  • identify examples of ways the emergency change process differs from the normal change process.
  • identify the roles performed by a typical change manager.
  • identify critical factors for the success of the change management process.
  • identify examples of common problems and costs associated with change management.


    • Course Number: CUST0184