Problem Management System Training for SSC Onyx

Overview

Delivery method

Virtual classroom

Duration

1.5 hours

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.