BCS Specialist Certificate in Problem Management Eğitimi

• Candidates must hold the ITIL Foundation Certificate V3 or V2 with Managers Bridge. It is recommended that candidates have a minimum of two years' experience in IT Service Management.

Essential Prerequisites

Proof of prerequisites MUST be produced on the day of the exam to the trainer.

Acceptable forms of prerequisite confirmation are as follows:

• A copy of the candidates examination certificate
• Confirmed entry in the AXELOS Successful Candidate Register. You will need to provide the full SCR number (registration/candidate number located on your certificate).

Sorun Yönetimi alanında kullanılan en iyi sektörel uygulamalar ve bunların bir kuruluş bünyesinde ISTM’nin kalitesini iyileştirmek amacıyla nasıl kullanılabilecekleri hakkında çalışma bilgisine sahip olması gereken kişiler.

Bu uygulamalardan bazılarını benimsemiş bir kuruluş bünyesinde çalışan ve Sorun Yönetimi’ni süreklilik arz eden bir Hizmet İyileştirme Programı (SIP) dahilinde sunması veya iyileştirmesi gereken BT profesyonelleri.

Sorun Yönetimi sınavında (eğitimin son günü alınmaktadır) BCS Uzmanı Sertifikası almak isteyen kişiler.

Holders of the BCS Specialist Certificate in Problem Management will be able to demonstrate their competence in, and their ability to:

• Explain the goal and objectives of Problem Management
• Understand and explain the processes, roles and functions, especially those related to Problem Management
• Use different approaches to, and application of, standards, industry best practice frameworks and guidelines, relevant to Problem Management
• Develop and improve the customer and business focus of problem management
• Use and apply the problem management process to manage the resolution of problems in conjunction with all other areas of IT
• Define problem management requirements and understand, select, develop and implement the most appropriate problem management solutions, technology and environment
• Implement and manage problems through all stages of the problem lifecycle
• Develop and agree problem and incident categories and priorities in collaboration with the relevant stakeholders
• Co-ordinate, schedule, target and focus resources on the resolution of problems and incidents, based on priorities
• Be aware of the support tools and techniques available for the implementation and support of problem management and where possible identify and instigate improvements
• Practical analysis of problem and incident records, reports and statistics and propose resolutions to reduce the number of problems and incidents by proactively preventing potential incidents, in conjunction with the service desk and incident management Produce problem management reports for dissemination and interpret and use their contents
• Understand the interdependencies between problem management and other IT areas and processes
• Assist with the planning and implementation of problem management

This course is for those working or preparing to work in a Problem Management role and/or within a Problem Management process whether at a technical, operational, supervisory or managerial level. This course may also be of interest to Project Managers, Business Managers and Business Process Owners.

The purpose of the Specialist qualification in Problem Management is to certify that the candidate has gained the knowledge of relevant industry best practices and is capable of applying them in a working environment.

Please note that as of the 31st March 2015 the ITIL Complementary Qualifications scheme which these BCS Specialist courses link to, is to be withdrawn. Candidates who take this course and exam PRIOR to this date will still receive an additional 1 ½ credits towards their existing ITIL credits. Any BCS Specialist exams taken after this date, will no longer count towards their ITIL qualification credit status.

Examination:

The examination is a 1½ hours 'closed book', multiple-choice paper. There are 25 questions which are scenario based.

Normally, the examination will be held on-site at the conclusion of the course. However, BCS will normally also arrange four central examinations per year in March, June, September and December; please contact the BCS for further details.

Certification:

This qualification forms part of the BCS ITSM Specialist series.

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