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Online Masterclass – Problem Management

21 March, 9:30 am - 22 March, 1:00 pm


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:

  • What does the manager of a world class Problem Management team pay attention to?
  • Why are good Problem Managers valuable to an organisation?
  • How can a high-performing team be managed, motivated and driven to exceptional results?

Target Audience

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 Dr Clive King who spent many working in technical support and Engineering rolls, focusing on hard problem diagnosis, large system performance and improving diagnostic support. He’s been a Kepner Tregoe programme leader for 24 years, he was a go-to resource for fly-and-fix and the engineering liaison for 5 large and demanding customers.  Kepner Tregoe is an industry leader in Problem and Incident Management, including being the recognised method in ITIL for working incidents and problems.


What will it involve?

In this interactive event we will focus on how the Kepner Tregoe Problem Management approach can help you to:

  • Identify and prevent more potential problems
  • Drive a high quality and consistent troubleshooting process.
  • Enable your team to think and communicate clearly and confidently under pressure.
  • Eliminate trial-and-error behaviour, waste and loss of key data.
  • Manage the problem queue effectively

Attendees are welcome, and encouraged, to bring their own real-world scenarios for discussion if they are comfortable with sharing them.

What are the key benefits of attending?

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.

Why do I need problem management?

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.

Delivery Platform

This online Masterclass will be delivered over two days, during the hours of 09:30 – 13:00 each day, using the Teams platform – taking advantage of the platform functionality to allow active participation and group discussion.

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.
online remote


21 March, 9:30 am
22 March, 1:00 pm
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Online Delivery


itSMF Events Team
+44 (0)118 918 6500
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