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 workshop starts at 9:00am and finishes at 16:30pm. Delegates have a one hour lunch break
and 2 refreshment breaks of 15 minutes.
This course is trained by John Noctor, a key member of SDI’s training team. John is a well-respected industry practitioner with:
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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