Course Overview
The Principles of Problem Management expands the best practices elements of the Problem Management Practice. Additionally, this course provides a more detailed look at the Problem Management process steps.
Familiarize yourself with the benefits and value of operating a Problem Management Practice within an organization. The Problem Management Practice enables increased service availability and customer satisfaction.
This 2-day class helps reinforce the importance of the Problem Management process in preventing future incidents from happening and to minimize the impact of incidents that cannot be prevented. Problem Management manages identified problems related to IT supported business services, both in proactive and reactive modes.
We present experience-based, practical guidance, and examples for successfully implementing best practice methodologies for Problem Management.
What You Will Learn:
- Problem management concepts review
- Problem management process roles and responsibilities and process governance policy
- Problem management process steps
- Measurement and continual improvement within problem management
Who Should Attend?
- Problem Management Practice/Process Managers
- Practitioners and Stakeholders who want to gain a better understanding of the Problem Management Practice and process
- Individuals who wish to be certified in problem management
Schedule
Start Date |
End Date |
Delivery Location |
| September 24, 2025 | September 25, 2025 | VIRTUAL |
| December 1, 2025 | December 2, 2025 | VIRTUAL |
Course Curriculum
Module 1: Problem Management Concepts
- Understand the problem management process and practice purpose
- Understand the value in operating a problem management process
- Examine the activities within the scope of problem management
- Review problem management definitions
Module 2: Problem Management Process Steps
- Understand when to engage the problem management process
- Explore the problem management process flow
- Explore potential sources of problems
- Examine each process step in detail
Module 3: Process Roles and Responsibilities and Process Governance Policy
- Explore the process RACI chart
- Understand key roles and responsibilities in problem management
- Understand the need for polices governing the process execution
Module 4: Measuring the Process and Continual Improvement
- Explore examples of best practice measurements for process performance
- Examine the importance of continual improvement to the problem management practice
Certification Exam
The certification exam is included with training purchased. It may also be purchased separately. The exam must be completed within 12 weeks of purchase.
The certification exam is based on the HDI Problem Management Professional (HDI-PM) Certification Standard and is delivered online through the HDI Learning Center.
Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80 percent is required to pass a certification exam, unless otherwise published. Individuals who achieve the passing score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards.
Our courses are developed from the certification standards and are designed to assist a student in preparing for an HDI certification exam. They reinforce the core concepts of the certification standards and provide skills-building opportunities for the attendees
Exam Weighting
The certification exam is randomly generated from a pool of pre-authorized exam questions. As a result, each certification exam is different. The questions have been classified by the categories of the HDI Standard. The certification exam is designed to test the candidate’s knowledge in each category.
The number of questions presented from each category is based on the certification weighting. When the time available to study prior to taking a certification exam is limited, consider the certification weighting and review the categories with the highest allocations.
The following table represents the weighting for each of the standards categories within the certification exam. This information is provided to help you focus as you prepare for the exam.
Category |
Weighting % |
| IT Service Management | 5 % |
| Service Restoration Overview | 10 % |
| Problem Management Overview | 20 % |
| Problem Management Activities | 20 % |
| Process Measurements | 15 % |
| Roles and Responsibilities | 20 % |
| Developing a Problem Management Road map | 10 % |
Exam Extensions
A 28-day extension is available for an online exam: details
Exam Retakes
Exam retakes can be purchased for a fee: details
