Keplyn Robinson (HDI Certified Instructor)
Location: Congressional A
Date: Sunday, October 14
Time: 8:30am - 3:45pm
Pass Type: Pre-Conference Training - Get your pass now!
Track: Pre-Conference Training
Vault Recording: TBD
Problem management focuses on determining the root cause, identifying temporary workarounds, and applying permanent fixes so that incidents don’t happen again. Additionally, problem management uses trending data from incident and event management to identify potential failures and correct issues before the customer is impacted (I.e., "the incident that never happened"). The HDI Problem Management Professional may be a role and not a position within some organizations or a full time position in others. These professionals perform both reactive and proactive problem management and may assist with high priority incidents in order to minimize business impact. Through case study exercises, participants will learn how to design, integrate, and implement a process that includes both reactive and proactive problem management activities. This high-energy workshop is filled with interactive discussion points, practical guidance, templates, quick wins, and tips for successfully implementing best-practice methodologies for problem management.