Eliminate Incidents BEFORE They Occur

Strategies for Implementing Reactive and Proactive Problem Management

Problem Management can drive value to the business by eliminating failures to the infrastructure and by preventing incidents and problems from occurring through analysis of historical data and trend analysis. This workshop investigates the core requirements of problem management including its relationship to incident management and the incident/ problem/change lifecycle. We look at a case study implementation of the ITIL problem management process and illustrate how to map out problem management utilizing swim-lane or cross-functional diagrams. All key technology interfaces will be depicted along with the key function of the technical support partners throughout the problem management process. Strategies for effective Proactive Problem Management will be demonstrated and explored.

What You Will Learn:

• Overview of Problem Management
• Reactive Problem Management
• Proactive Problem Management (trend analysis)
• Major Problem Reviews
• Metrics & Reporting
• Structure & Culture
• Problem Solving Techniques
• Success Factors

Duration: 8 hours of instruction delivered over 2 or 3 days

Course Delivery: Live instructor-led class delivered by Julie Mohr in a virtual / online classroom.

Price: $495 for instruction