Introducing and Improving Problem Management to maximise your Investments

• Gain a new, practical focus on problem solving
• Learn from people who have delivered excellence within problem management
• Spend more time understanding business impacts and developing workarounds and triggers before investigating root causes
• Use KPIs based on business impact rather than time to root cause

Problem management is a critical process that is very often neglected. Even when it is done, it's often only as a reactive "fire-fighting" exercise when the proverbial hits the fan. We always seem to have the time and resources to fix incidents, but we never seem to be able to make the time to stop them happening in the first place. This seminar will help you to justify making that time available.

True problem management is a proactive process - if it is exploited and regularly used it can make a real difference from a resource and time perspective, increasing customer satisfaction and so ultimately increasing your revenue and reducing your costs. This seminar gives you tips on how to do this.

There is a common misunderstanding that the pro-active element is simply carrying out trending on incident information, but there there is much more to real problem management. This seminar will unlock the secrets.

Ask yourself this question: 'How many of my ICT department have had any formal guidance or training on problem solving?'' The answer will almost certainly be 'very few', with most learning on the job, and often at the expense of the business. Some people are naturally good problem solvers; but very few are. ITIL® doesn't say much about problem solving, so where do you learn how to do it?

Thiss seminar is an excellent place to start.