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UID:26080-1782466200-1782491400@www.itsmf.co.uk
SUMMARY:Online Masterclass - Problem Management
DESCRIPTION:Everything in IT is Problem Management and world-class Problem Management is a strategic advantage. \nIn today’s digital enterprises\, stability is everything. When IT stops\, customers stop\, revenue stops\, and trust is put at risk.\nProblem Management is the organisational capability that keeps services predictable\, scalable\, and resilient.\nYet many Problem Managers are tasked with doing more with less large backlogs\, inconsistent data\, tribal troubleshooting approaches\, and limited time with subject matter experts. \nThe reality is simple: You cannot prevent what you cannot first diagnose\, stabilise\, and learn from. \nThis 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. \nTarget Audience\nThis Masterclass is designed for: \n\nITSM professionals involved in Problem Management\, Incident/Problem backlogs\, or service stability\nTechnical SMEs who contribute to Root Cause Analysis or Major Problem Reviews\nIT and Business Leaders responsible for reliable service delivery\nAnyone seeking to move beyond ITIL theory into practical\, repeatable\, high-quality Problem Management execution\n\nParticipants should have at least a foundational understanding of ITSM concepts. \nBOOK YOUR PLACE \nWhat will it involve?\nAcross both days\, delegates will work with the core KEPNERandFOURIE™ processes\, applying them to realistic case studies and optional real-world problem tickets. \n1. PriorityWise™ – Problem Ticket Assessment & Action Prioritisation \n\n Establish business-aligned priorities quickly and consistently\n Move problem tickets out of queues and into focused\, targeted action\n\n2. CauseWise™ – Structured Problem Definition & Cause Diagnosis \n\nCraft precise and correct problem statements (reducing MTTR by up to 25%)\nAsk high-value diagnostic questions that extract the right information first time\nAvoid assumptions\, bias\, and unproductive “the problem is everywhere” thinking\nExpand cause-thinking safely without triggering endless debate\nBuild a clear\, traceable thinking trail that SMEs and suppliers can align around\n\n3. RiskWise™ – Fix Protection & Recurrence Prevention \n\nIdentify risks introduced by the remediation\nValidate “return to service” decisions\nBuild sustainable prevention measures for operational environments\n\nThroughout the course\, participants will learn how to: \n\nReduce MTTR by 50–75% using structured thinking rather than intuition\nImprove troubleshooting accuracy by eliminating trial-and-error behaviours\nIncrease the speed and quality of collaboration\, especially in hybrid/multi-vendor environments\nMake thinking visible\, enabling teams to challenge\, validate\, and align without conflict\nTransform raw diagnostic data into actionable insights and business-ready communication\n\nDelegates are encouraged to bring real problem tickets (optional) to apply K&F processes to live issues. \nWhat are the key benefits of attending?\nThis masterclass focuses on what leaders of high-performing Problem Management teams ensure their teams can do consistently: \n\nDiagnose complex issues with accuracy\, before jumping into solution mode\nCollaborate effectively across technical and supplier boundaries\nCommunicate clearly and confidently with stakeholders under pressure\nProtect services from recurrence by reducing operational risk\nTranslate ITIL’s WHAT into reliable\, repeatable HOW\n\nWhether 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. \nWhy do I need problem management?\nModern IT environments\, hybrid cloud\, microservices\, distributed architectures; create complexity that outpaces traditional troubleshooting. K&F processes provide structure where complexity creates noise. \nProblem Management reduces: \n\nvolume and impact of incidents\nrework and repetitive fixes\nwasted SME time\nfriction between teams\, vendors\, and customers\n\nIt increases: \n\nservice stability\noperational confidence\nquality of data for leadership decision-making\ncustomer satisfaction and trust\n\nFor organisations seeking to mature ITSM and reduce operational risk\, Problem Management is the most leveraged capability available. \nDelivery Platform\nThis online Masterclass will be delivered using Teams. \nPeopleCert ITIL CPD Points\nitSMF UK members will automatically earn 7 ‘Professional Education’ ITIL CPD points for attending this event – more details available here. \n \nHow much does it cost?\nPlaces are available to itSMF UK members for £295.00 + VAT. \nNot 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. \nREGISTER NOW! \nPlease contact the office on +44 (0) 118 918 6500 to discuss a dedicated delivery of this event for your organisation.\nonline remote
URL:https://www.itsmf.co.uk/event/masterclass-problem-management-jun26/
LOCATION:Online Delivery
CATEGORIES:Events,Masterclass Events,Online Events
ATTACH;FMTTYPE=image/jpeg:https://www.itsmf.co.uk/wp-content/uploads/2020/05/Online_Event_H.jpg
ORGANIZER;CN="itSMF Events Team":MAILTO:events@itsmf.co.uk
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