HDI Problem Management Professional
Course Overview
The Principles of Problem Management course expands on the best-practice elements of the Problem Management practice and provides a more detailed look at each step in the process.
You will become familiar with the benefits and value of operating a Problem Management practice within an organization. A well-run Problem Management practice increases service availability and customer satisfaction.
This two-day class reinforces the importance of the Problem Management process in preventing future incidents and minimizing the impact of incidents that cannot be prevented. It addresses problems related to IT-supported business services in both proactive and reactive modes and provides experience-based, practical guidance for implementing Problem Management best practices.
What You Will Learn
- Problem Management concepts review
- Problem Management process roles, responsibilities, and governance policy
- Detailed Problem Management process steps
- Approaches to measurement and continual improvement within Problem Management
Who Should Attend?
- Problem Management practice/process managers
- Practitioners and stakeholders who want a better understanding of the Problem Management practice and process
- Individuals who wish to be certified in Problem Management
Upcoming Classes
| Start Date | End Date | Location |
|---|---|---|
| Sep 24, 2025 | Sep 25, 2025 | Virtual |
| Dec 1, 2025 | Dec 2, 2025 | Virtual |
Course Curriculum
Module 1: Problem Management Concepts
- Understand the Problem Management process and practice purpose
- Understand the value in operating a Problem Management process
- Examine the activities within the scope of Problem Management
- Review Problem Management definitions
Module 2: Problem Management Process Steps
- Understand when to engage the Problem Management process
- Explore the Problem Management process flow
- Explore potential sources of problems
- Examine each process step in detail
Module 3: Process Roles, Responsibilities, and Governance Policy
- Explore the process RACI chart
- Understand key roles and responsibilities in Problem Management
- Understand the need for policies governing process execution
Module 4: Measuring the Process and Continual Improvement
- Explore examples of best-practice measurements for process performance
- Examine the importance of continual improvement to the Problem Management practice
Certification Exam Details
The certification exam is included with training purchased. It may also be purchased separately. The exam must be completed within 12 weeks of purchase.
The certification exam is based on the HDI Problem Management Professional (HDI-PM) Certification Standard and is delivered online through the HDI Learning Center.
Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80 percent is required to pass a certification exam, unless otherwise published. Individuals who achieve the passing score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards.
Our courses are developed from the certification standards and are designed to assist a student in preparing for an HDI certification exam. They reinforce the core concepts of the certification standards and provide skills-building opportunities for the attendees.
Exam Format
- Type: Multiple choice
- Number of Questions: 65
- Time Limit: 75 minutes
- Passing Score: 80% (unless otherwise published)
Exam Weighting
The certification exam is randomly generated from a pool of pre-authorized exam questions. As a result, each certification exam is different. The questions have been classified by the categories of the HDI Standard. The certification exam is designed to test the candidate’s knowledge in each category.
The number of questions presented from each category is based on the certification weighting. When the time available to study prior to taking a certification exam is limited, consider the certification weighting and review the categories with the highest allocations.
The following table represents the weighting for each of the standards categories within the certification exam. This information is provided to help you focus as you prepare for the exam.
| Category | Weighting % |
|---|---|
| IT Service Management | 5% |
| Service Restoration Overview | 10% |
| Problem Management Overview | 20% |
| Problem Management Activities | 20% |
| Process Measurements | 15% |
| Roles and Responsibilities | 20% |
| Developing a Problem Management Roadmap | 10% |
Exam Extensions
A 28-day extension is available for an online exam.
Exam Retakes
Exam retakes can be purchased for a fee.