Our themes for the day are taken from the itSMF UK Big 4. First, we look at Collaboration and explore the cross over between Problem Management and CSI. For our second we’ll take look at how Customer Experience might be incorporated into Problem Management thinking.
10:00 Welcome and ITSMF UK update– Barry Corless (PM SIG Chair)
10:15 Our hosts for the day present an overview of Aviva IT Care operation
11:15 Group Focus Session 1: Collaboration: There are many areas where CSI and Problem Management might work together. Indeed, in many organisations they do. We’ll investigate the areas where they can overlap and present our ideas for the group to debate.
13:15 Where next? We’re looking to create the next PM SIG White Paper. We’ll choose a topic and enlist …ahem…willing volunteers.
13:30 Group Focus Session 2: Customer Experience: Problem Management are often seen as the “backroom” process. Hidden from view… how do we contribute to improving customer experience? In light of organisation’s actually using Twitter to spot trends (a la Incident Management) should the customer play a much bigger part in Problem Management?
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