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Biogs and Case Studies: Introducing and Improving Problem Management Seminar

Chris Loane & Simon Eddison  - Strategic Service Management, HP

 

Chris delivers a wide range of services, helping HP customers to realise business value by identifying and driving service management improvement opportunities.

Chris has worked with many customers to minimise the impact of incidents through more robust problem management techniques.

Simon manages HP-IT's end to end monitoring environment from platform to end user. This includes monitor design and deployment as well as deep support and problem management. Simon has worked on many service improvement projects across HP using practical problem management techniques.

 

"Practical Problem Management"

Problem management often fails to deliver value because it concentrates on carrying out root cause analysis (RCA) before identifying and documenting effective workarounds. This presentation suggests an alternative approach based on logging many more problems and taking steps to reduce the business impact of future incidents before starting RCA.

 

Main Takeaways:
 

Problem management could be much more effective if we:

  • Log many more problems
  • 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

Jason Kirk - Principal Consultant, Atkins Global 

 

Jason is a service management specialist within the Management Consultancy division of Atkins, the FTSE250 engineering services organisation. He was previously a Service Delivery Manager at Atkins, running the large transactional teams, including Service Desk. Jason is the Chairman of the Service Desk Institute for the London and South East Region.

"Making Problem Management work for you"

 

It's a privilege to work in Problem Management. It's the best thing in ITIL as it creates learning organisations. PM is a rare combination of fire-fighting hero and Socratic thinker. PM brings scientific rigour to ITSM. Major incidents allow PM to build the relationships to get airtime with senior stakeholders. Good PM reports are takeaways that senior management value. PM has the opportunity to use that airtime to set the improvement agenda for IT

Main Takeaways:

  • PM is the best ITIL discipline because it has the opportunity to add most value
  • This is how to build a good PM report
  • This is what you need to underpin PM and a fancy report

Dr. Don Page - CEO, Marval  

Don brings to the seminar a wealth of practical and proven experience in the area of problem management and problem solving.

"A practical approaches to Problem solving"

 

We talk a lot about problem solving in ITSM, we talk of process, incident analysis, but what we often need is such some sound practical advice and guidance.

This session will take you through some of the essential things and approaches you need to get right to be successful.

This includes

  • Using Top10 analysis to focus on what's important
  • Sample root causes, resolution & suggested service improvement codes
  • Some practical Problem avoidance techniques
  • Communication points to keep the business happy
  • How to get IT staff buy in and contribution

Main Takeaway points:

  • Marval problem solving mind map
  • Sample classification codes
  • Give you a different focus & practical focus on problem solving

This session is of benefits to both experienced and problem solvers and staff new to the subject.  

Kevin Holland - Independent 

Kevin is an experienced speaker on service management topics, with a reputation for providing pragmatic and thought provoking advice in an easily understood way. He has over 20 year's hands-on experience of applying the theory in a wide range of sectors and sizes of organisations, most recently in the public sector.  

 

"Practical Problem Management"

 

Solving problems is one of the most important activities that should be done in service management, yet it is practised in very few organisations. ITIL® is partly to blame, with its focus on processes and a lack of practical guidance. This presentation will go beyond ITIL® to unlock the secrets of practical problem management.

 

Main takeaway points:

 

  • How to make a start with pro-active problem management
  • How to prioritise problems
  • Practical problem solving techniques

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