Problem Management Process for SSC Onyx

Overview

Delivery method

Self-Paced/Online

Duration

90 minutes

Audience

All SSC employees at all levels

Description

This course provides an end-to-end overview of the Problem Management process at SSC and is designed for individuals who perform or support activities within the Problem Management lifecycle using SSC Onyx. Participants will learn how Problem Management supports SSC's IT Service Management (ITSM) strategy and aligns with Information Technology Infrastructure Library (ITIL) practices.

Learners will examine how problems are managed from identification and investigation through resolution and closure, including how problem investigations and known errors are prioritized, escalated, and track to reduce recurring incidents. The course clarifies key roles and responsibilities, data and prioritization principles, communication and escalation practices, and introduced SSC resources that support proactive and effective problem resolution.

Objectives

Upon completion of this course, participants will be able to:

• Explain how the Problem Management process supports SSC's ITSM strategy and aligns with ITIL practices.
• Identify Problem Management roles and apply their responsibilities across the problem lifecycle.
• Apply the Problem Management lifecycle to manage a problem from identification and investigation through resolution and closure.
• Assess and manage problems using ITISM data (such as priority and investigation information) to support appropriate investigation, escalation, and follow-up activities.
• Communicate problem status, identify appropriate contact points, and assess SSC Onyx resources to support proactive and effective problem resolution.

Target Audience

This course is designed for:

• Service Line (SSR Group)
• Government of Canada employees and partners using SSC Onyx

Prerequisite(s)

Participants should complete the following courses upon completion of this training:

• SSC Onyx - Change Management