Proactive Problem Management - Virtual

26 November 2020

Learn how to improve the services you deliver and increase customer satisfaction by proactively understanding what is really going wrong.

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.

Why do I need proactive problem management?

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.

Who should attend?

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.

Virtual Course

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.

About our one day workshops

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.

Or scroll down to view further info on this particular workshop…

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.
Workshop Outline
  • What proactive problem management is, and is not
  • How proactive problem management will help your company
  • How to carry out incident trend analysis to assist proactive problem management, and how to make it successful
  • 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

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.

About The Trainer
  • This course is trained by John Noctor, a key member of SDI’s training team.  John is a well-respected industry practitioner with:
    • 30 years experience in the ITSM industry
    • Qualified to ITIL Expert level
    • Best Practice Consultant
    • Service Desk Certification Auditor
    • Accredited with Q4IT as a Certified IT Quality Professional and Certified IT Quality Expert.
Course Requirements

Every delegate will need:

  • Microsoft Windows based PC with broadband connection
  • Internet Explorer 6.x or 7.x
  • Browser with ActiveX controls and VBScript enabled
  • You may need administrative permission on the PC to allow the download of additional software (if required)
  • Headset or speaker for your telephone for comfort
  • Quiet place to work
  • The courseware and hand-outs provided by SDI
Course Preparation

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.

Prefer to run this workshop in-house?

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