Digging into Problem Management

Speaker: Ceri Jones

Venue: Skyscanner Limited, Quartermile One, 15 Lauriston Place, Edinburgh, EH3 9EN
(Please use Lauriston Place entrance. Note that Skyscanner will require you to sign a Non Disclosure Agreement (NDA) for entry to their offices. Please read the terms here).

Refreshments and networking from 6:00 pm. Refreshments kindly provided by Skyscanner.

This event is free of charge and open to all, though registration is required. Please register by Monday 30th January so that we have an idea of expected numbers for catering.

Synopsis

Service failures can have impacts beyond simply time and money – they could cost you your business.

Problem management is the ISO/IEC 20000 and ITIL process that aims to prevent service failures, from the perspective that prevention is better than cure.

In this talk Ceri Jones discusses the elements required to implement a successful problem management practice, what you really need to do to prevent recurring issues, and how to recognise when problem management’s not working as it should.

Ceri’s material has been developed with Michael Hall, author of the BCS published book Problem Management: An implementation guide for the real world.

About the speaker

Ceri’s IT career spans more than 25 years, and has been spent working within the financial services industry. Initially specialising in operating systems, servers, networks and datacenters, he discovered that problem management actually had an application in the real world when reviewing the details of many years’ IT incidents as part of a service improvement initiative. Understanding the reasons why incidents occur has convinced him that organisations should embrace ISO/IEC 20000 and ITIL service management practices.