Course Overview
The HDI Problem Management Professional certification is intended for those who wish to gain a working knowledge of industry best practices related to problem management. It is ideal for IT professionals who are working or are planning to work within problem management, whether in a technical, managerial, or operational role.
HDI Problem Management Professional is an introductory- to intermediate-level course. Basic IT service management concepts and principles are also covered. A large part of the training is dedicated to in-depth discussion of incident management and its inter-dependency to problem management. In addition, 3-4 hours are dedicated to reviewing and performing exercises on 7 common industry root cause analysis techniques.
Standard is based on the concepts, principles, and best practices found in various ITSM frameworks, including ITIL®, ISO/IEC 20000, and COBIT.
What You Will Learn:
- Best practice frameworks and standards for ITSM
- What service restoration is, in terms of incident and problem management
- The problem management activity flow
- The importance of detection, prioritization, and categorization
- Methods for investigation and diagnosis
- The roles and responsibilities of the problem management professional
- Problem management process relationships
- The interdependencies between incident and problem management
- The relationships between knowledge management, known errors, and workarounds
- Proven methodologies for conducting root cause analysis
- The differences between reactive and proactive problem management
- Critical success factors and key performance indicators for problem management
- The problem management road map and how to use it in your organization
Who Should Attend?
- Individuals who wish to be certified in problem management
- Individuals who are working or plan to work within problem management, whether in a technical, managerial, or operational role
- Individuals who are preparing for the HDI Problem Management Professional certification exam
Schedule
Start Date |
End Date |
Delivery Location |
| March 10, 2022 | March 11, 2022 | VIRTUAL |
| June 13, 2022 | June 14, 2022 | VIRTUAL |
| September 12, 2022 | September 13, 2022 | VIRTUAL |
| December 5, 2022 | December 6, 2022 | VIRTUAL |
Course Curriculum
Unit 1: IT Service Management
- IT Service Management
- Functions and Processes
Unit 2: Service Restoration Overview
- Service Restoration
- Service Restoration Processes
- Incident and Problem Management
- Common Process Activities
Unit 3: Problem Management
- Problem Management Overview
- Detection and Categorization
- Investigation and Diagnosis
- Resolution
- Closure
- Major Problem Review
Unit 4: Roles and Responsibilities
- Primary Problem Management Roles
- Complementary Roles
- Responsibility, Accountability, Consulted, Informed Model
Unit 5: Relationships
- Relationship to ITSM Processes
- Relationship to ITSM Functions
Unit 6: Root Cause Analysis (RCA) Techniques
- Simple RCA Techniques
- More Complex RCA Techniques
Unit 7: Measuring Problem Management
- Metrics
- Common Problem Management Process Metrics
- Problem Management Road Map
- Road Map
- Process Maturity Assessment
- Process Assessment Report
- Establishing the Target Maturity Level
- Creating the Improvement Plan
- Problem Management Challenges
Register or Inquire
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
