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Problem Management Best Practices for Improved IT Service Management

Date: 12 Jul 2011
Time: 06:30 PM to 08:00 PM
Location: IBM Parkview Square 600 North Bridge Rd, Parkview Square #16-01 188778 Singapore
Registration: Members (S$28.00) / Non-Members (S$38.00)
Closing Date: 12 Jul 2011

itSMF Singapore is pleased to announce another premium event . As the seats are limited, please register early to avoid any disappointment.

itSMF members are entitled to a voucher giving them to free attendance to this event - contact itsmf@epc.com.sg for further information.

Sincerely,

itSMF Singapore Council


Problem Management Best Practices for Improved IT Service Management

During the presentation we will be looking at a client case where the client addressed four very specific in-house strategies to improve service to business. These strategies were:

  1. Stakeholder commitment as it pertains to resolving a service issue
  2. Managing Information flow to whoever needs it to restore a service
  3. Quality of information when doing an incident investigation
  4. Incident Investigation support for all priority types of incidents

We will be looking at the very important role that IT Root Cause Analysis played in this client's situation. The presentation will concentrate on how the client went about starting the process and what they did to drastically improve their service up time with their end-users and customers. We will also discuss the actions taken to achieve a high level of application without having had to do much in the arena of Change Management.

At the end of the presentation we will also share the typical results achieved by the client and how it influenced the staff in general. The client expected certain improvements on certain service metrics, but never anticipated the additional soft results achieved over and above the initial metrics set.

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