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Problem Management - Collaboration and Customer Experience (Problem Management SIG event)
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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.

12/02/2015
When: 12 February 2015
10.00 AM until 4.00 PM
Where: Aviva
Wellington Row
York, North Yorkshire  YO90 1WR
United Kingdom
Presenter: Barry Corless
Contact: Events Team
0118 918 6500


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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.   

09:30     Arrival

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

11:00     Break

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. 

12:30     Lunch

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?

14:30     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

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