Everything is Problem Management – or should be! Problem Managers have frequently been the poor relations in ITSM, given an impossible task and few resources to work with. In a fast-flowing river, it can be hard to spot that you are about to be bitten. Yet every day, we have innumerable small warnings of incidents that may be about to happen. It’s in the nature of complex systems that we cannot predict and prevent all mishaps, but we can certainly do more.
This masterclass will show you how to add value in the most difficult of circumstances and answer three key questions:
This event is aimed at the Beginner/Intermediate level. It has been designed for ITSM professionals involved in Problem Management, SMEs called on to make significant contributions and IT and Business Leaders who regularly participate in Problem Management. Facilitated by Conor Horgan, a Consultant at Kepner-Tregoe who works with major technology clients, IT service teams and IT professionals across many other sectors, to improve their IT practices. Kepner-Tregoe is an industry leader in Problem and Incident Management, including being the recognised method in ITIL for working incidents and problems.
In this interactive event we will focus on how the Kepner-Tregoe Problem Management approach can help you to:
Attendees are welcome, and encouraged, to bring their own real-world scenarios for discussion if they are comfortable with sharing them.
The event will work through a series of relevant case studies applying Kepner-Tregoe’s Problem Management methods to get to the real causes, provide fast remedies, and most important for Problem Managers, prevent the incidents.
Problem management is a critical aspect of IT Service Management ITSM. IT Problem management uses ITIL processes or other IT service methods to prevent problems, improve troubleshooting, as well as reduce the quantity and impact of incidents when they occur.
This online Masterclass will be delivered over two days, during the hours of 09:30 – 13:00 each day, using the Cisco WebEx platform – taking advantage of the platform functionality to allow active participation and group discussion. You can test your compatibility here.
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.