Enhancing your Organizations Problem Management Capability
1-Day

The concepts of Problem Management have been around for many years. Today within the ITIL framework it remains the only discipline that prevents incidents from occurring or recurring which would suggest it should be considered a key organisational capability for the IT service provider. However,... READ MORE

Price: £350 *

Course:WS-PM ( £350 )

(Prices exclude VAT which will be added at the prevailing rate.)

Enhancing your Organizations Problem Management Capability

Overview

The concepts of Problem Management have been around for many years. Today within the ITIL framework it remains the only discipline that prevents incidents from occurring or recurring which would suggest it should be considered a key organisational capability for the IT service provider.

However, many organizations are still struggling to introduce an effective approach. It continues to be the poorer relation to Incident Management with cultural indifference to its importance despite the clear benefits a proactive approach can bring to a service provider and it’s customers.

In this one-day course we explore the factors that typically inhibit the IT organisations approach to effective Problem Management whilst importantly looking at the key factors essential in enabling this discipline to become a key organizational capability critical to the success of the IT service provider and their customers.

This workshop will provide insight and knowledge not covered explicitly in ITIL 4 guidance so a must for those roles responsible for executing within their Problem Management working practices and include:

IT Managers
Service Managers
IT Technical Managers
Service Desk Managers
Problem Managers
Incident Managers

Objectives

To understand why Problem Management should be considered strategically a key organizational capability
To recognise the inter dependencies between Incident and Problem management but also the significant differences
To gain an overview of where and how Problem Management fits within the ITIL 4 framework
To gain an understanding of the organizational factors that can result in cultural indifference to the importance of Problem Management
To outline and explore the essential building blocks that enable effective Problem Management across the IT organisation

Content

The Problem Management issues and challenges you face in your organisation?
Why Problem Management should be viewed strategically as a key organizational capability
Incident Management and Problem Management: Dependencies & Differences
An ITIL 4 perspective of Problem Management:
- Definitions
- Reactive Problem Management
- Proactive Problem Management
- Technical Debt
Factors that inhibit a culture of Problem Management:
- Lack of a clear alignment with IT goals & objectives
- Misunderstanding of roles and Responsibilities for problem Management
- Poor structures
- Lack of management commitment due to misplaced perceptions of Problem Management
- Perceived lack of value
- Lack of an appropriate training focus on problem solving
Establishing the building blocks for effective Problem Management:
- Organizations & People
- Information & Technology
- Partners & Suppliers
- Value Streams & processes (ways of working)
Demonstrating the value of Problem Management
Continued Professional Development for Problem Management roles

Dates For Enhancing your Organizations Problem Management Capability

VIRTUAL training

16 January 2025

To book any of these dates, please see below.

Availability and pricing for Enhancing your Organizations Problem Management Capability:

16 January 2025 - VIRTUAL training	£350

Enhancing your Organizations Problem Management Capability1-Day