Certification
The HDI Problem Management Principles certification validates a professional’s ability to proactively identify, analyze, and resolve root causes of incidents to prevent recurrence and minimize business impact. This certification demonstrates expertise in implementing problem management frameworks, leveraging data to uncover trends, and collaborating across teams to drive continuous service improvement.
Achieving this certification signifies a commitment to reducing downtime, enhancing operational efficiency, and contributing to a resilient and high-performing IT service environment.
Training
The Principles of Problem Management expands the best practices elements of the Problem Management Practice. Additionally, this course provides a more detailed look at the Problem Management process steps.
Familiarize yourself with the benefits and value of operating a Problem Management Practice within an organization. The Problem Management Practice enables increased service availability and customer satisfaction.
This 2-day class helps reinforce the importance of the Problem Management process in preventing future incidents from happening and to minimize the impact of incidents that cannot be prevented. Problem Management manages identified problems related to IT supported business services, both in proactive and reactive modes.
We present experience-based, practical guidance, and examples for successfully implementing best practice methodologies for Problem Management.
What You Will Learn
- Problem management concepts review
- Problem management process roles and responsibilities and process governance policy
- Problem management process steps
- Measurement and continual improvement within problem management
Who Should Attend?
- Problem Management Practice/Process Managers
- Practitioners and Stakeholders who want to gain a better understanding of the Problem Management Practice and process
Upcoming Classes
| Start Date | End Date | Location |
|---|---|---|
| Sep 24, 2026 | Sep 25, 2026 | Virtual |
| Dec 15, 2026 | Dec 16, 2026 | 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 and Responsibilities and Process Governance Policy
- Explore the process RACI chart
- Understand key roles and responsibilities in problem management
- Understand the need for policies governing the 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 Problem Management Principles certification exam is included with training purchased. It may also be purchased separately. All learners are provided a 12-week window in which to take the exam.
The certification exam is based on the Certification Standard and is delivered online through the HDI Community Learning Portal.
The Problem Management Principles exam consists of 40 multiple choice questions and must be completed in 60 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: 40
- Time Limit: 60 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 Problem Management Principles certification exam. This information is provided to help you focus as you prepare for the exam.
| Category | PMPR Weighting % |
|---|---|
| IT Service Management | 10% |
| Problem Management Concepts | 20% |
| Problem Management Process Steps | 25% |
| Process Roles, Responsibilities, and Governance | 20% |
| Process Measurement and Continual Improvement | 15% |
| Problem Management Relationships with IT Service Management Practices | 10% |
Exam Extensions
A 28-day extension is available for an online exam.
Exam Retakes
Exam retakes can be purchased for a fee.