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Problem Management Special Interest Group
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Our themes for the day are Problem Management metrics and defining the Problem Management Priority Matrix.

01/09/2014
When: 1 September 2014
9:30 AM until 4:30 PM
Where: Visa Europe
Kennet Wharf
41-45 Queens Road
Reading, Berkshire  RG1 4BQ
United Kingdom
Contact: Events Team
0118 918 6500


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09:30

Arrival

10:00

Welcome and itSMF update– Barry Corless (PM SIG Chair)

10:15

37% better – a journey through Problem Management practice at Visa – John Dunne (Head of Problem Management, Service Transition and MI at Visa)

11:00

Break

11:00

Group Focus Session 1: Metrics Matter – Workshop breakout session focusing on finding the correct CSFs, KPIs and metrics to manage and prove the value of Problem Management. Session concludes with feedback and discussion

12:30

Lunch

13:15

Where next? Future PM SIG activities / projects – Your chance to influence where the group goes

13:30

Group Focus Session 2: Prioritise That! – Many organisations use the incident priority matrix to focus Problem Management work. It is seldom…err! NO It is never enough and leaves Problem Management as a dumping ground for “difficult” incidents. How should we be prioritising problems?

14:30

Break

14:45

Feedback and discussion on Session 2

15:15

AOB – your chance to discuss other Problem Management issues while you’ve got all the experts in the same room

15:45

CLOSE

Can we ask if you do decide to attend that we are as prompt as possible on arrival.  Visa (not entirely unsurprisingly!!) takes their security very seriously and you’ll need to be photographed at reception for your building pass.




Premier Gate
21 Easthampstead Road
Bracknell
Berks RG12 1JS

Tel: 0118 918 6500

Fax: 0118 969 9749

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