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.
This is a fully interactive, instructor-led training experience hosted through SDI’s online training portal. Each delegate is provided with all of the resources and workbooks they need plus a collaborative workspace where they can share ideas with fellow delegates.
The live online training is delivered by a specialist SDI trainer who will guide delegates through the easy-to-use virtual training environment making sure every attendee is comfortable with the tools and environment.
The short video below explains some of the different one day workshops available, how they came about and why they benefit IT services on a number of levels.
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.
Every delegate will need:
Prior to attending the online course, delegates are sent a full training course manual and hand-out pack containing the SDI standards that relate to the course so that delegates have a common minimum level of knowledge. These materials are all used during the course too.
In addition, delegates are given details of the virtual room to test their setup before the training begins.
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