Problem Management System Training for SSC Onyx

Product code: ITI-0071

Upcoming sessions

To register, you will be prompted to sign in.

August 26, 2026

Virtual

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

English

August 27, 2026

Virtual

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

French

September 23, 2026

Virtual

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

French

More available sessions

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
August 26, 2026, 9:00 am to 10:30 am (ET) ITI-0071_EN-S038 Virtual English 16
August 27, 2026, 1:00 pm to 2:30 pm (ET) ITI-0071_FR-S038 Virtual French 18
September 23, 2026, 9:00 am to 10:30 am (ET) ITI-0071_FR-S039 Virtual French 20
September 24, 2026, 1:00 pm to 2:30 pm (ET) ITI-0071_EN-S039 Virtual English 18
October 21, 2026, 9:00 am to 10:30 am (ET) ITI-0071_EN-S040 Virtual English 20
October 22, 2026, 1:00 pm to 2:30 pm (ET) ITI-0071_FR-S040 Virtual French 20
Date modified: 2024-05-09