Reduce the impact of business-affecting downtime, improve the quality of your services, and be more cost effective as a service provider


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, identifying threats in critical situations, and identifying the root cause of a problem upon its first occurrence.  

 

To help you better understand: 

 

  • What proactive problem management is 
  • How proactive problem management will help your company 
  • How to use incident analysis to assist proactive problem management, and 
  • What you need to be doing to make it successful 

 

We are hosting a workshop on “Proactive Problem Management”, which will take place in London on 3rd July 2018. Facilitated by John Noctor, an independent consultant who is industry recognised for his IT service management (ITSM) knowledge and experience; the workshop is designed for ITSM professionals either looking to get started with problem management or looking to improve their existing efforts. 

 

What will it involve?  

 

In this one-day interactive workshop we will cover: 

 

  • What proactive problem management is and is not 
  • How to carry out incident trend analysis 
  • 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(es). 

 

Attendees are welcome, and 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.  

 

Why do I need proactive problem management? 

 

Proactive problem management enables your organisation 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 

 

It is time for organisation to realise that incident management alone is not enough, and that problem management will not only help customers and the IT service desk, but also your organisation’s CSI activities.

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