The purpose of IT Problem Analysis and Management course is to deliver competency and assures that participants have gained knowledge of the terminology, structure and basic concepts of IT Problem Analysis and Management and Incident Management which encompasses processes and has comprehended the processes of Situation Appraisal, Problem Analysis, Decision Analysis and Potential Problem Analysis that support Problem Management and Incident Management.
The course is also intended to enable the participants to start and apply the basic concepts of the processes listed above in Problem Management and Analysis as related to the application and operation of Information Technology system.
The syllabus will guide the design, development and use of training materials as well as training aimed at raising individual’s understanding of, and competence in, Situation Appraisal, Problem Analysis, Decision Analysis and Potential Problem Analysis within the framework of Problem analysis and Incident Management.
The syllabus has been designed with ease of reference, extensibility and ease of maintenance in mind.
- Handling complex issues (Situation Appraisal).
- Analysing problems (Problem Analysis).
- Making decisions (Decision Analysis).
- Avoiding future problems (Potential Problem Analysis
- Understand how these skills assist in the delivery of Incident and Problem Management.
- Improve ability to manage customer problems and escalations.
- Provide managers and engineers with tools to handle issues rationally
- Maximize questioning effectiveness.
- Give techniques for handling complex customer issues.
- Understand how IT Problem Management process fits within participants’ jobs.
- Make progress toward resolution of several current customer issues
- Individuals who require a basic understanding of the rational processes and how they may be used to enhance the quality of Problem Analysis and Management within an organization.
- IT professionals that are working within an organization that has adopted and adapted Problem Management framework and and who need to be informed about and thereafter contribute to an ongoing service improvement program. This may include but is not limited to, IT professionals, business managers and business process owners
- Managers involved and related in the IT operations
- IT staff and executives involved in risk management and business process improvement
- Information technology professionals involved in projects that are concerned, in part, with the automation of business processes .
- Situation Appraisal
- Problem Analysis
- Decision Analysis
- Potential Problem Analysis
- Questioning and Listening Skills
- Problem Analysis Techniques
- Implementation Techniques
- Risk Management Maturity and Performance Management
- IT Risk Management
- Case Study
Dr. Ir. Fauzi Hasan. MM, MBA, and Team