Problem management is misunderstood in many organisations. Arguably one of the most skilled and demanding disciplines in service management, problem management often struggles to be accepted by management as a key function and in many cases has trouble justifying its own existence.
For many enterprises, however, problem management is an essential and strategic part of service delivery. This seminar brings together speakers with a broad range of perspectives on problem management, to help attendees develop the best approach to a complex subject.
9.30 Registration and coffee
10.00 Welcome and introduction
Problem Management – Big Bang or BAU?
Amanda Kirby, Three
Amanda discusses two very different approaches to problem management, and her belief that problem management isn’t just for IT nor is it a specialist process, it’s ‘business as usual’.
11.00 Sponsor session - Everbridge
Problem Management: Rip it up and start again
Garry Hunter, Northumbrian Water
"I’m more convinced than ever that we could do things better here, so I’ve decided to rip (almost) everything out and build a process that brings problem and CSI together in a more useful and meaningful manner. Problem Nirvana or Problem Hell, I’ll soon find out.”
12.25 ITSMF UK Update
12.40 Lunch and Thinktank
13.30 Problem Management: Getting better and better… what next?
John Dunne, VISA Europe
How did you get to great and what does it look like, is a question raised by many problem managers. Each has a take on what it should look like, but what next? Is there an opportunity for problem management to become more proactive and drive organisational change?
14.30 What's the problem with Problem Management?
Barry Corless, Global Knowledge and Chair, Problem Mgmt SIG
Barry leads a discussion based on his recent 'Selling Problem Management' research paper, highlighting the key issues that need to be addressed in raising the profile and improving the image of problem management.
If you're an experienced problem manager looking for inspiration or just beginning to create a problem management function, this is the event for you.
Member price: £225 + VAT, Non-member price: £400 + VAT
Sponsored by EVERBRIDGE