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HDI Problem Management Professional (HDI-PM) Course Overview

HDI Problem Management Professional (HDI-PM) Course Overview

The HDI Problem Management Professional (HDI-PM) course is an in-depth program designed to equip IT professionals with the skills necessary to effectively manage and resolve problems in IT service management (ITSM). It focuses on the principles and practices of problem management, aiming to minimize the adverse impact of incidents and problems on business caused by errors within the IT infrastructure.

Throughout the course, learners will gain an understanding of ITSM processes, the importance of service restoration, and how to conduct a root cause analysis (RCA) to prevent recurring issues. The curriculum covers problem management procedures from detection to closure, including major problem reviews and the roles and responsibilities of individuals in the problem management process.

By delving into relationships with other ITSM processes and functions, as well as learning about metrics for measuring the effectiveness of problem management, participants will be able to develop a problem management road map to assess and improve their organization's problem management maturity. This course is invaluable for professionals seeking to enhance their capabilities in maintaining smooth IT operations and improving overall service quality.

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Target Audience for HDI Problem Management Professional (HDI-PM)

The HDI Problem Management Professional course equips IT professionals with strategies to manage and resolve complex IT issues effectively.


Target audience for the HDI-PM course includes:


  • IT Service Managers
  • Problem Managers
  • Incident Managers
  • Service Desk Managers
  • IT Support Managers
  • IT Operations Managers
  • IT Analysts involved in problem resolution
  • Network Managers
  • Quality Managers
  • IT Consultants specializing in ITSM
  • ITSM Implementation Specialists
  • IT Professionals aiming for HDI certification
  • Service Improvement Managers
  • Change Managers
  • Process Owners
  • Process Coordinators
  • Individuals involved in ITIL® or other ITSM frameworks
  • Professionals seeking to improve service restoration processes


Learning Objectives - What you will Learn in this HDI Problem Management Professional (HDI-PM)?

Introduction to the Course's Learning Outcomes and Concepts:

Gain expertise in Problem Management with the HDI-PM course, focusing on processes, roles, relationships, RCA techniques, and strategic improvements in IT Service Management (ITSM).

Learning Objectives and Outcomes:

  • Understand the principles and objectives of IT Service Management and how Problem Management fits within this framework.
  • Learn the functions, processes, and roles relevant to Problem Management and ITSM.
  • Comprehend the distinction and correlation between Incident Management and Problem Management.
  • Master the activities involved in service restoration and the common processes shared with Problem Management.
  • Develop the ability to effectively detect, categorize, investigate, diagnose, and resolve problems.
  • Acquire skills to conduct a Major Problem Review and implement continuous service improvement.
  • Identify the primary and complementary roles within Problem Management, along with understanding the RACI model (Responsible, Accountable, Consulted, Informed).
  • Explore the relationship between Problem Management processes and other ITSM processes and functions.
  • Learn to apply Root Cause Analysis (RCA) techniques ranging from simple to more complex methodologies.
  • Measure the effectiveness of Problem Management through metrics, process maturity assessments, and improvement plans, and learn to overcome common challenges.

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