Online Masterclass – Problem Management
Everything in IT is Problem Management and world-class Problem Management is a strategic advantage.
In today’s digital enterprises, stability is everything. When IT stops, customers stop, revenue stops, and trust is put at risk.
Problem Management is the organisational capability that keeps services predictable, scalable, and resilient.
Yet many Problem Managers are tasked with doing more with less large backlogs, inconsistent data, tribal troubleshooting approaches, and limited time with subject matter experts.
The reality is simple: You cannot prevent what you cannot first diagnose, stabilise, and learn from.
This masterclass provides a structured, repeatable, and business-aligned approach to Problem Management using several of the tools within the KEPNERandFOURIE™ Thinking Processes, trusted globally in high-risk, high-complexity industries.
Target Audience
This Masterclass is designed for:
- ITSM professionals involved in Problem Management, Incident/Problem backlogs, or service stability
- Technical SMEs who contribute to Root Cause Analysis or Major Problem Reviews
- IT and Business Leaders responsible for reliable service delivery
- Anyone seeking to move beyond ITIL theory into practical, repeatable, high-quality Problem Management execution
Participants should have at least a foundational understanding of ITSM concepts.
What will it involve?
Across both days, delegates will work with the core KEPNERandFOURIE™ processes, applying them to realistic case studies and optional real-world problem tickets.
1. PriorityWise™ – Problem Ticket Assessment & Action Prioritisation
- Establish business-aligned priorities quickly and consistently
- Move problem tickets out of queues and into focused, targeted action
2. CauseWise™ – Structured Problem Definition & Cause Diagnosis
- Craft precise and correct problem statements (reducing MTTR by up to 25%)
- Ask high-value diagnostic questions that extract the right information first time
- Avoid assumptions, bias, and unproductive “the problem is everywhere” thinking
- Expand cause-thinking safely without triggering endless debate
- Build a clear, traceable thinking trail that SMEs and suppliers can align around
3. RiskWise™ – Fix Protection & Recurrence Prevention
- Identify risks introduced by the remediation
- Validate “return to service” decisions
- Build sustainable prevention measures for operational environments
Throughout the course, participants will learn how to:
- Reduce MTTR by 50–75% using structured thinking rather than intuition
- Improve troubleshooting accuracy by eliminating trial-and-error behaviours
- Increase the speed and quality of collaboration, especially in hybrid/multi-vendor environments
- Make thinking visible, enabling teams to challenge, validate, and align without conflict
- Transform raw diagnostic data into actionable insights and business-ready communication
Delegates are encouraged to bring real problem tickets (optional) to apply K&F processes to live issues.
What are the key benefits of attending?
This masterclass focuses on what leaders of high-performing Problem Management teams ensure their teams can do consistently:
- Diagnose complex issues with accuracy, before jumping into solution mode
- Collaborate effectively across technical and supplier boundaries
- Communicate clearly and confidently with stakeholders under pressure
- Protect services from recurrence by reducing operational risk
- Translate ITIL’s WHAT into reliable, repeatable HOW
Whether your challenge is reducing MTTR, improving knowledge capture, maturing your Problem Management practice, or eliminating trial-and-error, this course gives you the tooling, structure, and confidence to deliver meaningful results.
Why do I need problem management?
Modern IT environments, hybrid cloud, microservices, distributed architectures; create complexity that outpaces traditional troubleshooting. K&F processes provide structure where complexity creates noise.
Problem Management reduces:
- volume and impact of incidents
- rework and repetitive fixes
- wasted SME time
- friction between teams, vendors, and customers
It increases:
- service stability
- operational confidence
- quality of data for leadership decision-making
- customer satisfaction and trust
For organisations seeking to mature ITSM and reduce operational risk, Problem Management is the most leveraged capability available.
Delivery Platform
This online Masterclass will be delivered using Teams.
PeopleCert ITIL CPD Points
itSMF UK members will automatically earn 7 ‘Professional Education’ ITIL CPD points for attending this event – more details available here.
How much does it cost?
Places are available to itSMF UK members for £295.00 + VAT.
Not yet a member? You’ll be shown a price of £460 + VAT which includes an ‘Individual’ level annual membership. To find out about other membership levels, benefits and costs please click here.
Please contact the office on +44 (0) 118 918 6500 to discuss a dedicated delivery of this event for your organisation.
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