COLORADO SPRINGS, Colo., Dec. 9, 2013 /PRNewswire/ -- HDI, the leading professional association and certification body for technical service and support professionals, today announced the launch of the new HDI Problem Management Professional certification.
Problem management is one of the core service management processes, along with incident, change management, service level, and knowledge management. While incident management focuses on restoring service as quickly as possible, problem management focuses on determining the root cause of incidents, identifying temporary workarounds, and applying permanent fixes so that incidents don't happen again. It also uses trending data from incident and event management to identify potential failures and correct issues before customers (and consequently the business) feel the impact.
"Many industry experts consider problem management to be a must-have process," says Rick Joslin, HDI's executive director of certification and training, "yet only 43 percent of support organizations have formally implemented it." With this in mind, HDI has developed a new certification just for problem management professionals.
Problem management professionals, whether they occupy a full-time position or just a role, perform both reactive and proactive problem management and may assist with high-priority incidents in order to minimize business impact. This role is vitally important, and the new HDI Problem Management Professional certification formally recognizes the value these professionals bring to the support center.
The HDI Problem Management Professional course is based on a new standard developed by the HDI International Certification Standards Committee. That standard defines the expected competencies of a problem management professional and is based on service management best practices. A copy of the standard will be available for download on January 1, 2014.
The course will be formally launched at the HDI 2014 Conference & Expo in April. Through case studies and interactive discussions, participants will learn how to design, integrate, and implement a process that includes both reactive and proactive problem management activities. Following the two-day workshop, they'll walk away with templates, quick wins, and tips for successfully implementing best practices methodologies for problem management.
ABOUT HDI | HDI is the worldwide professional association and certification body for the technical service and support industry. Facilitating collaboration and networking, HDI hosts acclaimed conferences and events, produces renowned publications and research, and certifies and trains thousands of professionals each year.
HDI also connects solution providers with practitioners through industry partnerships and marketing services. Guided by an international panel of industry experts and practitioners, HDI is the premier resource for best practices and emerging trends.
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