Proactive Problem Management

25 February 2020
  • Bonhill House, London
  • 1 Day
  •  Members Price: £499
  •  Non-Members Price: £595

Learn how to improve the services you deliver and increase customer satisfaction by proactively understanding what is really going wrong.

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.

Why do I need proactive problem management?

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.

Who should attend?

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.

What are the key benefits of attending?
  • The opportunity to quickly understand the key tenants of proactive problem management, the benefits it can bring to your organisation, and how to get started.
  • The opportunity to learn how to improve the services you currently deliver to your customers based on understanding what is really going wrong.
  • To learn how to improve your end-user/customer perception of you as a quality service provider.
  • The opportunity to sense check existing company thinking, plans, and decisions in light of industry good practice.
Workshop Outline
  • What proactive problem management is, and is not
  • How proactive problem management will help your company
  • How to carry out incident trend analysis to assist proactive problem management, and how to make it successful
  • Major problem reviews – what they are and how to successfully conduct them
  • Inhibitors of problem management and how to overcome them
  • Practical advice on how to ensure your proactive problem management initiatives are a success
  • How to incorporate continual service improvement (CSI) in your problem management activities
  • How to link problem management with development
  • How to monitor efforts and track success

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.

About The Trainer

This course is trained by John Noctor, a key member of SDI’s training team.  John is a well-respected industry practitioner with:

  • 30 years experience in the ITSM industry
  • Qualified to ITIL Expert level
  • Best Practice Consultant
  • Service Desk Certification Auditor
  • Accredited with Q4IT as a Certified IT Quality Professional and Certified IT Quality Expert.
Prefer to run this workshop in-house?

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

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

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