Practical Problem Management Workshop

Virtual - Login from anywhere

31st August 2027 (1 Day)
9:00 AM - 4:30 PM GMT

Book Now Questions? In-house and bespoke delivery?

£645 each (exc. VAT) Price

£528.90 each (exc. VAT) Price with Premium
Member Discount

Courses Content
Who Should Attend
Learning Outcomes
Requirements
Preparation

Home
courses
Practical Problem Management Workshop

Overview

Learn how to turn recurring disruption into evidence-led investigation, shared learning and lasting service improvement.

This practical and interactive workshop explores how Problem Management can identify underlying causes, reduce repeat incidents and strengthen service resilience. Participants will consider reactive and proactive Problem Management, root cause analysis, known errors, workarounds, emerging risks, measurement and the delivery of permanent fixes through Change Enablement.

Drawing on relevant expectations within the SDI Global Best Practice Standard for Service Desk, the workshop helps participants move beyond problem record administration towards a practice that protects people, uses digital insight and delivers measurable improvement.

“The course was very informative – I am now able to be better at my service desk role and deal with customers far more efficiently. I loved the course and the material and trainer was amazing!” – Debra Helen Smith, NHS Ayrshire & Arran.

Why do I need proactive problem management?

Effective Problem Management helps organisations to:

Reduce recurring incidents and repeat contacts
Protect customers and users from repeated disruption
Identify the causes of significant service issues
Create useful known errors and operational workarounds
Improve Service Desk knowledge and confidence
Use service data and monitoring to identify emerging risks
Reduce avoidable emergency changes
Convert disruption into learning and permanent improvement
Strengthen service resilience and customer confidence

Course Content

The purpose and value of Problem Management
Incidents, problems, known errors and workarounds
Reactive and proactive Problem Management
Problem Management vision, mission and behaviours
The practical Problem Management lifecycle
Problem identification, prioritisation and ownership
Root cause analysis and evidence-led investigation
Hazard Mapping across people, process, technology, data and suppliers

Creating useful known errors and workarounds
Weak signals, trend analysis and Storm Forecasting
Data, automation and the appropriate use of AI
Critical Success Factors, KPIs and management information
Relevant Service Desk Certification best-practice expectations
The relationship between Problem Management and Change Enablement
A practical improvement roadmap

Who Should Attend

This workshop is suitable for:

Problem and Incident Management practitioners
Service Desk and service delivery professionals
Change Enablement practitioners
IT service management professionals
Technical, application and infrastructure teams
Service and product owners
Knowledge, monitoring and continual improvement practitioners
Suppliers and service partners
Organisations undertaking service improvement or preparing for Service Desk Certification
Anyone responsible for reducing recurrence or strengthening service resilience

Outcomes

By the end of the workshop, participants will be able to:

Explain the purpose and value of Problem Management
Distinguish between incidents, problems, known errors and workarounds
Identify suitable reactive and proactive problem candidates
Apply evidence-led root cause analysis
Create useful known error and workaround information
Recognise weak signals and forecast emerging service risks
Consider how data, analytics, automation and AI can support human decision-making
Explain how Problem Management can reduce avoidable emergency change
Select meaningful CSFs, KPIs and management information
Relate Problem Management to relevant SDI best-practice expectations
Identify priorities for an improvement plan

Requirements

This is not a pre-recorded webinar and you will need:

A computer with a webcam (We ask that webcams are turned on throughout the duration of the course).

Microphone/headset .

High-speed internet connection .

Ensure you connect 15 minutes before the session starts and log-in as a guest.

To help with the set-up, please download the  Adobe Quick Start Guide.

Adobe Connect only requires that you have an internet connection, and a web browser, to attend the web conference. If you have problems connecting whilst using Microsoft Edge browsers, then please try Google Chrome or Firefox.

The SDI approach

This workshop reflects SDI’s commitment to inspiring and enabling IT service and support teams to deliver brilliant service:

Authority: informed by the SDI Global Best Practice Standard and recognised service management practice
Human at Heart: focused on customer impact, collaboration, shared learning and no-blame investigation
Digital by Design: using data, monitoring, analytics, automation and AI responsibly from the outset
Brilliant: moving beyond record management and minimum compliance to prevention, resilience and measurable improvement

Participation in this workshop does not provide certification or demonstrate conformity with the SDI Global Best Practice Standard. It introduces relevant best-practice expectations and supports organisations seeking to assess or improve their current practices.

Preparation

Before attending, participants should consider:

A recurring incident or significant service issue
A workaround that is regularly used
An unresolved technical or service risk
A failed or emergency change that may have an underlying recurring cause
How problems are currently identified, investigated and owned
The main challenges within the current Problem Management practice

Examples can be anonymised and should not contain confidential or commercially sensitive information.

In-house and bespoke delivery

This workshop can also be tailored for in-house delivery for focused groups or project teams at your premises or virtually.

An in-house workshop can incorporate your organisation’s processes, investigation methods, known error approach, performance measures, service scenarios and improvement objectives.

Find out more by visiting our bespoke and in-house training page.

Virtual - Login from anywhere

31st August 2027 (1 Day)
9:00 AM - 4:30 PM GMT

Price: £645
each (exc. VAT)

£645 each (exc. VAT)

£645 (exc. VAT)

- +

Book Now

Virtual