Practical Application of Problem Management Training in Hong Kong

  • Learn via: Classroom
  • Duration: 2 Days
  • Level: Intermediate
  • Price: From €2,912+VAT
We can host this training at your preferred location. Contact us!

Many people completing the ITIL 4 Foundation course ask where they can go next to gain insight, assistance, and tools to enable the practical application of the ITIL practices in their real environment.

This set of Practical Application courses are designed to meet that demand. In these courses attendees/learners will spend two days with an instructor talking through the practical application and delivery of a specific practice.

This course is focussed upon Problem Management. Whether in a public or private enterprise, whether you work in a new agile company, or your company is structured more traditionally Whether your focus is profit, health, societal improvement or safeguarding the nation, everyone requires the ability to address problems, deal with problems and ultimately resolve problems. This course provides you with some of the skills, the insight and even some of the tools required to be successful in implementing, improving or considering Problem management in your organisation

An ITIL 4 foundation certificate holder is preferred, however a rudimentary familiarity with ITIL is sufficient

Target Audience

This course is appropriate for all. Anyone with an interest or responsibility for Problem management, or the Problem management activities, in an organisation will find this course useful.

As an attendee our aim is that you will:

  • Understand the key concepts of Problem Management
  • Understand how to use the ITIL practice materials to assist Problem management in your organisation
  • Provide you with practical assets you can use within your organisation
  • Provide you with the tools to start or improvement your practice implementation
  • Provide you with the knowledge to enable you to develop expertise in Problem management
  • Provide you with the opportunity to discuss Problem management with peers

This course follows the ITIL continual improvement model in its delivery but has a 100% focus upon Change enablement. Providing activities, tools, and consideration points for the practice throughout.

1. What’s the vision – Consider the vision to metrics trail - Explores the purpose of Problem management- Explores the objectives of Problem management-RACI -Three phases of Problem management.

2. Where are we now – Looking at existing problem models (if they exist) - Consider volume of incidents - Explores resource utilisation – Stakeholders - Problem identification - Problem control - Error control.

3. Where do we want to be – Setting definitions around Major Incidents, problems and known errors - Creating a business justification for Problem management - Creating an improvement plan - Setting measurable targets (SMART) - Resource use – Problem models.

4. How do we get there – Looking at role competencies -Thinking about Problem Management (Cynefin) - Looking at Problem management techniques - Agreeing Change authorities (for problem resolutions) - Considers improvement measures/KPIs/CSF/PSFs for Problem management.

5. Take Action – Planning the improvement of Problem management - Role identification – who’s doing what? - Communication plan - Reviewing RACI for the improvements - Observing and monitoring progression -Practice interfaces.

6. Did we get there – Dashboards and reporting - Benefits realisation - Review of Problem records/tickets - Review of Known error database - Considers the value stream(s) for Problem management - Recognises the current status quo through measures/baselines and compares to the baseline.

7. How to keep the momentum going – Considers the next cycle of improvement -Explores new technologies and thus an avenue for new problems -Considers improving the value stream(s) for Problem management -Considers the efficacy of the known error database -Considers whether an organisation is proactive enough in Problem management -Considers whether Problem management is fully utilising all four dimensions.



Contact us for more detail about our trainings and for all other enquiries!

Upcoming Trainings

Join our public courses in our Hong Kong facilities. Private class trainings will be organized at the location of your preference, according to your schedule.

Classroom / Virtual Classroom
17 May 2024
Hong Kong, Kowloon, Tsuen Wan
2 Days
Classroom / Virtual Classroom
23 May 2024
Hong Kong, Kowloon, Tsuen Wan
€2,912 +VAT Book Now
Classroom / Virtual Classroom
28 May 2024
Hong Kong, Kowloon, Tsuen Wan
€2,912 +VAT Book Now
Classroom / Virtual Classroom
02 July 2024
Hong Kong, Kowloon, Tsuen Wan
2 Days
Classroom / Virtual Classroom
11 July 2024
Hong Kong, Kowloon, Tsuen Wan
2 Days
Classroom / Virtual Classroom
15 July 2024
Hong Kong, Kowloon, Tsuen Wan
€2,912 +VAT Book Now
Classroom / Virtual Classroom
26 July 2024
Hong Kong, Kowloon, Tsuen Wan
2 Days
Classroom / Virtual Classroom
23 August 2024
Hong Kong, Kowloon, Tsuen Wan
2 Days
Practical Application of Problem Management Training Course in Hong Kong

Hong Kong is officially known as the Hong Kong Special Administrative Region of the People's Republic of China (HKSAR) and is a city and special administrative region of China on the eastern Pearl River Delta in South China. Hong Kong is one of the most densely populated places in the world, with over 7.5 million population. The official languages of the HKSAR are Chinese and English. Hong Kong is a highly developed territory and ranks fourth on the United Nations Human Development Index and the residents of Hong Kong have the highest life expectancies in the world.

The best time to visit Hong Kong is from September to December, since the temperatures, averaging between 19 to 28 degree Celsius. During this outdoor activities-friendly travelling season, you can take a walk along Victoria Harbour, visit the islands of Lantau, Lamma and Cheung Chau and participate in the Mid-Autumn Festival. Top choices of the tourists to visit in Hong Kong are Big Buddha statue, Wong Tai Sin Temple, Repulse Bay and the Beaches and Hong Kong Disneyland.

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