Session Details

RAGS to Riches – the secrets to great Problem solving

Title:	RAGS to Riches – the secrets to great Problem solving
Topic/Stream:	Interactive
Presentation Synopsis:	When is a problem not a problem – when it is solved before it happens. Our session will cover the spectrum of proactive Problem Management - from people to pizzas; from root cause analysis to rooting out hangers on. Not for the faint hearted, this session will open the lid on a world sitting between quick fixes and badly drawn changes. To maintain the best service, you have to know when there’s a problem looming, to identify it quickly enough to stop it becoming damaging, and to make sure you never see it again. For far too long, this poor relation of ITSM, Problem Management has had its fair share of critics, but for every critic there is a world class organisation making it happen for their customers. Missing the boat is not an option any more, you have to be in for the long haul and that means understanding and identifying those issues which loose you money, market share and customer confidence. Now, more than ever, the time for doing Proactive Problem Management is upon us. This session of show and tell is for you to take something away that will make the difference. We will show you how to review your approach to Problem Management. We describe the continuous improvement cycle which has to be built into the process – a good practice which is mandatory for all ISO/IEC 20000 registrations. We will help you prepare for the shift in attitudes in the market place and to understand and recognise what success looks like. We will show what makes a great Problem team as opposed to just a good one. Our objective is to get you to look at why it is needed; how to get it started; how to advance it, and how to make it work for you.
Speaker/Organisation:	Vawns Guest & Steve Straker
Organisation:	CGI ISMC (UK) Ltd & Fujitsu Services
Session Date:	Tuesday, 09 November at 10:50
Speaker Biography:	Steve Straker is a Process Architect working for Fujitsu Services in the UK. He is an accomplished presenter and has more than 15 years of practical experience in this subject. He is a Fellow of the Institute of Service Management and also sits on the Management Board of the itSMF UK Chapter. Steve has worked both for private and public sector organisations and ran a successful consultancy business in the mid 90s. He has worked throughout Europe, as well as in New York and the Caribbean. He brings a pragmatic approach to achieving what sometimes seems the hard and difficult. He is presenting today with an industry colleague, Vawns Guest. Vawns Guest is a Problem Manager for CGI. This role involves customer relationship management, the implementation of ITIL processes and aligning existing processes to best practices and regulatory requirements such as COBIT, ISO 20000 and SOX in addition to ITIL. Vawns is a qualified ITIL Manager, a Microsoft Certified Professional and is certified to foundation level for COBIT and PRINCE2. Vawns has been the elected chair person of the itSMF CCRM Working Party since November 2007. An accomplished speaker at national and regional events throughout the UK.

Back to Conference Programme