Problem Management Process Training for Service Lines

Overview

Delivery method

Self-Paced/Online

Duration

1 hour

Audience

All public servants at all levels

Description

This course is intended for Service Support Resources who would like to use the Problem Management process to assess resolved incidents for potential problems. Once the SSR has determined that an incident requires a problem investigation, they create a problem investigation ticket (from the incident or from scratch) and follow the problem investigation process.

Objectives

Upon completion of this module, you will be able to:

• Define Service Management process and connection with Problem Management process
• Define the Problem Management Process
• Identify the roles and responsibilities included within the Problem Management Process
• Identify how the Problem Management roles and responsibilities fit within the process to successfully resolve an issue

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