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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:
Stakeholder commitment as it pertains to resolving a service issue
Managing Information flow to whoever needs it to restore a service
Quality of information when doing an incident investigation
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.