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Incident Management & Problem Management using RCA Technique (Training & Certification)

Course Description
The Incident & Problem Management Workshop is the entry level workshop in IT Service Management (ITSM). This workshop is based on the latest version (2011) of ITIL®. It is presented from the perspective of managing IT Services when they are in operation and how to handle the “day to day” or “business as usual” support. This workshop is highly interactive and participants would have an opportunity to brainstorm on variety of problems and multiple approaches how to do the RCA for those problems. The techniques used are industry standard and proven methods to achieve the goals.

This workshop is delivered in a classroom setting using a case scenarios and exercises that are designed to enhance the candidates understanding of ITIL®. Students who have attended this workshop, and have done some self-study, are suitably prepared to undertake process oriented service management in the operations.

The Incident & Problem Management Workshop ensures that the candidate has gained knowledge of the ITIL® terminology, structure and basic concepts and has comprehended the core principles of ITIL® practices for IT Service Management in Incident Management and Problem Management. The Incident & Problem Management Workshop is intended to provide an overview of ITIL® practices for service management in relevant areas.

Course and Learning Objectives
Upon successful completion of the education and examination components, related to this certification, candidates can expect to:

  • Comprehend the principles and concepts of Incident Management Process.
  • Comprehend the principles and concepts of Incident Management Process.
  • Understand various RCA techniques and methods
  • Gain a hands on experience the use these techniques on case scenarios
  • Comprehend the key principles and models
  • Be aware of the processes and their role within the lifecycle concept:
  • Be aware of the roles as defined within ITIL®
  • Be aware of the importance of technology and architecture to Incident and Problem Management
  • Understand the underlying techniques used to drive effectiveness and efficiency
  • Understand how service improvement is important and can be applied in day to day support.


Course Approach
Participants will learn the principles and core elements of The Incident & Problem Management according to ITIL®. An interactive approach is used combining lecture, discussion and case study experience to prepare participants for the academic learning as well as providing valuable practical knowledge that can be rapidly applied in the workplace. The case study deepens the participant’s appreciation of how ITIL® best practices can be applied in order to improve IT performance.

Course Student Material
Students will receive a ITIL® Foundation classroom workbook containing all of the presentation materials, course notes, case study and sample exams.

Concepts Covered

    • Introduction/Housekeeping
    • Introduction to generic concepts and definitions
    • IT as a Service
    • Introduction to processes and process management
    • The Service Lifecycle approach
    • Purpose, goal, objectives & Scope
    • Value Creation through Services
    • Utility and Warranty
    • Assets – Resources and Capabilities
    • Service Strategy – Main activities
    • Service Strategy processes
    • Service Portfolio management
    • Demand management
    • Financial management
    • Business Relationship Management
    • Purpose, goal, objectives & Scope
    • Competences, skills and training
    • Roles in Process management
    • The Service Portfolio and the Service Catalog
    • Service Design processes
    • Design Coordination
    • Service Design aspects and the 4 P’s
    • Technology and Architecture
    • Service Level Management
    • Service Catalog Management
    • Capacity Management
    • Availability Management
    • IT Service Continuity Management
    • Information Security Management
    • Supplier management
    • Purpose, goal, objectives & Scope
    • Service Transition value to the business
    • Technology and architecture
    • Service Transition Processes
    • Change Management and the 7 R’s
    • Service Asset and Configuration Management
    • Transition planning and support
    • Release and Deployment Management
    • Knowledge Management
    • Purpose, goal, objectives & Scope
    • Service Operation definitions
    • Service Operation functions
    • The Service Desk
    • Technical Management
    • Application Management
    • IT Operations Management
    • Service Operations Processes
    • Event Management
    • Incident Management
    • Request Fulfillment
    • Problem Management
    • Access Management
    • The Service Lifecycle
    • Purpose, goal, objectives & Scope
    • The CSI Register
    • Models and Processes
    • The seven step Improvement Process
    • The Deming Cycle and the DIKW model
    • Measurements, KPI’s and metrics
    • Continual Service Improvement activities
    • Roles in CSI
    • Continual Service Improvement interfaces
    • Interface with Service Level Management
    • Risk management
    • Home study
    • Sample Exams and classroom feedback
    • Recaps and discussions

Quint Certified IM/PM Analyst®

2 days

Reference Materials
Additional reference materials are not required for this course.

About the Examination
The exam is closed book with forty multiple choice questions. The pass score is 65% (The exam lasts 60 minutes) The exam will be Paper based.

There are no pre-requisites for this course, although a basic knowledge of Service Management concepts will be helpful.

Upon successfully achieving the Quint Certified IM/PM Analyst® Certificate, the student will be achieve coveted industry recognition

Target Audience
IT Professionals, IT Support Staff, Application, Project and Business Managers, Any member of an IT team involved in the delivery of IT Services.

Training fees:
INR 20,000.00

INR 20,000.00

Please contact us to request a quote.