Proactive problem management identifies, resolves, and prevents problems before they cause service impacting incidents. This approach differs from reactive problem management by recognising patterns of events that suggest an underlying problem, identifying opportunities to prevent future problems and identifying the root cause of a problem upon its first occurrence.
Proactive problem management is important as it enables organisations to:
• Avoid incidents from occurring in the first place
• Reduce IT support workload caused by repeated low priority incidents
• Stop wasting money on, and causing business issues through, repeat incidents
• Incident management alone is not enough; problem management helps your customers and the service desk as well as your organisation’s CSI activities.
ITSM professionals looking to get started with problem management or those looking to improve their existing PM efforts should attend this course. Attendees are encouraged to bring their own real-world scenarios for discussion if they are comfortable with sharing them.
The short video below explains some of the different one day workshops available, how they came about and why they benefit IT services on a number of levels.
This is a fully interactive, instructor-led training experience hosted through SDI’s online training portal. Each delegate is provided with all of the resources and workbooks they need plus a collaborative workspace where they can share ideas with fellow delegates.
The live online training is delivered by a specialist SDI trainer who will guide delegates through the easy-to-use virtual training environment making sure every attendee is comfortable with the tools and environment.
The workshop starts at 9:00am and finishes at 16:30pm. Delegates have a one hour lunch break
and 2 refreshment breaks of 15 minutes.
On the previous day (28th January 2021) there is another virtual workshop taking place: Managing The Customer Experience. Some IT Service professionals like to join these two workshops consecutively and find the combination of what they learn over the two days extremely valuable for making improvements to their service.
Every delegate will need:
This workshop can also be tailored for in-house delivery at your premises or virtually for project teams. Tailoring the workshop to your business and service is a great way to emphasise goals,messaging and focus as well as motivate your staff to deliver your services brilliantly.
Find out more by visiting our bespoke and in-house training page here>>
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