Problem Management System Training for SSC Onyx

Product code: ITI-0071

Upcoming sessions

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March 25, 2026

Virtual

9:00 am to 10:30 am (ET)

English

March 31, 2026

Virtual

1:00 pm to 2:30 pm (ET)

French

April 29, 2026

Virtual

9:00 am to 10:30 am (ET)

English

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Overview

Delivery method

Delivery method

Virtual classroom

Duration

Duration

1.5 hours

Audience

Audience

All SSC employees at all levels

 

Description

This course provides an overview of creating problem investigations related to an incident, known errors and managing the relationship between these tickets.

Learning Objectives

By the end of this course, you will be able to:

  • Review an incident ticket and complete the SSC Problem Management steps to determine if a problem investigation is required;
  • Create a problem investigation related to an incident;
  • Assign a problem investigation for root cause analysis;
  • Review a problem investigation ticket and complete the SSC Onyx processes to action it to a completed status;
  • Create a known error related to a problem investigation;
  • Use the SSC Onyx console to review a known error ticket and then action it to a closed status;
  • Record the work you have performed and the investigation results;
  • Update the status of an incident, problem investigation and a known error.

Additional upcoming sessions

Date and Time Session code Location Language Available seats
March 25, 2026, 9:00 am to 10:30 am (ET) ITI-0071_EN-S033 Virtual English 19
March 31, 2026, 1:00 pm to 2:30 pm (ET) ITI-0071_FR-S033 Virtual French 17
April 29, 2026, 9:00 am to 10:30 am (ET) ITI-0071_EN-S034 Virtual English 20
April 30, 2026, 1:00 pm to 2:30 pm (ET) ITI-0071_FR-S034 Virtual French 20
May 27, 2026, 9:00 am to 10:30 am (ET) ITI-0071_FR-S035 Virtual French 20
May 28, 2026, 1:00 pm to 2:30 pm (ET) ITI-0071_EN-S035 Virtual English 20
Date modified: 2024-05-09

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