Online Masterclass – Problem Management

Everything is Problem Management – or should be!

Problem Management should be viewed as a key organisational capability. When IT stops, the business stops, so we need to prevent incidents. That is the purpose of Problem Management. However, to be competent in prevention, we must first be competent at solving problems and clearing the backlog.

Problem Managers have frequently been the poor relations in ITSM, given an impossible task and few resources to work with. It’s in the nature of complex systems that we cannot predict, prevent and find true cause of all mishaps, but we can certainly do more.

This masterclass focuses on what the manager of a world class Problem Management team ensures their team can do effectively. We will show you how to add value in the most difficult of circumstances by experiencing:

• How to get the correct problem case title (to reduce MTTR by up to 25%)
• How to ask structured questions to get the required information first time (to reduce MTTR a further 50%)
• How to increase and speed up effective collaboration by making your internal/external team’s thinking visible

Problem Management is the HOW to work problems within the context of ITIL’s WHAT. ITIL specifies the role of the problem manager, but not HOW to do it well.

Target Audience

This masterclass is aimed at those with at least some ITSM knowledge and experience – up to 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, 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.

BOOK YOUR PLACE

What will it involve?

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

• 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

The core Kepner Tregoe tool you will engage with is:

1. Problem Analysis – to define the problem and diagnose cause(s)

You will also be exposed to:

2. Situation Appraisal – to assess and understand the problem ticket & prioritise action
3. Potential Problem Analysis – to protect the fix and avoid future problems
4. Incident Mapping – to visualise the cause of the problem in three dimensions: (i) technical cause and effect (ii) failed/missing controls and monitoring (iii) contributing circumstances

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

What are the key benefits of attending?

You will work through a series of relevant case studies applying Kepner-Tregoe’s Problem Management methods to get to the real causes so you can provide fast remedies more securely.

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 Cisco WebEx platform – taking advantage of the platform functionality to allow active participation and group discussion.  You can test your compatibility here.

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.

REGISTER NOW!

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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