"Creating Value in an ITIL Environment - Transforming Deutsche Bank Problem Management through LEAN and Kepner Tregoe"
There is a strong need for problem management, but how do you create value in an ITIL environment? In this how to session on problem management, we will layout a proper Framework and Key Operating Procedures to make your problem process the defender of IT stability. We will walk you through the end-to-end process and procedures used by the 2011 award winner of Pink Elephant Project of the Year.
Join Joseph Gallagher, Global Process Owner - Problem Management Lead at Deutsche Bank as he covers the following topics in this webinar:
* Reactive –vs- Proactive Problem Management
* When is the right time for Proactive PM
* How to use Reactive Trends for Proactive PM
* The importance of Root Cause Classification
* Techniques for Proactive Problem Management
* Pinnacle of Proactive Problem Management
In this third installment of a presentation from Dave Broenen of Cisco Systems telling how Cisco turned the tables to get profitable results from their support organization, we find out how to get your problem solving processes working on a much larger scale. Dave also discusses techniques for overcoming resistance to these new techniques.Read more >
This video is the fourth and final part of a presentation from Dave Broenen of Cisco Systems telling how Cisco turned the tables to get profitable results from their support organization. In this instalment Dave talks about how to maximize the adoption of your problem solving strategies and overcome the change resistance that inevitably comes with initiatives of this type.Read more >
People are the most valuable service asset that an organization has. In this video, which is part two of a presentation from Dave Broenen of Cisco Systems telling how Cisco turned the tables to get profitable results from their support organization, we learn about the issues associated with case difficulty and how having robust problem solving processes can help get to the bottom of even the most difficult case.Read more >
"In order to drive performance, service organizations must leverage their most valuable service asset - people. This is part one of a presentation from Dave Broenen of Cisco Systems telling how Cisco turned the tables to get profitable results from their support organization.
Dave discusses why a strategic, process and people driven approach is critical to delivering a consistent, high quality problem resolution throughout the service organization. He shows how to design a program that fosters results that are profitable and sustainable throughout the organization."
Kepner-Tregoe's Shellina Damji discusses the value of the K-T critical thinking methodology. K-T is particularly known for its problem solving methodology, particularly in incident management, problem management and change management. K-T allows businesses to close the gaps they have in the processes, bringing incidents and problems to resolutions quickly. K-T training allows organizations to raise the skill level of their staff, giving them new competencies in trouble shooting and problem solving.Read more >
Christoph Goldenstern, VP of Strategy & Service Excellence, explains how Kepner-Tregoe’s “plug-ins” for ServiceNow support IT Service management teams to drive improvements in incident, problem and change management. Christoph also unveils new troubleshooting simulation technology designed to bridge the gap between classroom and real-world situations. Teams can now practice critical problem solving skills in a real, but safe learning environmentRead more >
When critical problems hit, causing loss of revenue and reputation, getting to the real cause quickly is essential. Using Kepner-Tregoe techniques will allow you to quickly pinpoint the most likely causes and develop appropriate solutions, greatly reducing the time to repair, avoiding costly downtime and protecting the company name. This short video highlights the value of the KT problem solving process.Read more >
Do you have to make tough decisions or solve perplexing problems? Business planning, resolving problems and managing risk are all part of managing a successful organization, but it is not always easy. The Kepner-Tregoe methodology can give you the tools you need to successfully navigate today’s business dilemmas. Solve problems, make decisions, manage risk, all by using an easy to understand and repeatable process. Watch this short video to understand more of what Kepner-Tregoe has to offer.Read more >
It’s a privilege to work in problem management at this time. It’s the best thing in ITIL as it creates learning organizations. A problem manager is a rare combination of fire-fighting hero and Socratic thinker. Problem management brings scientific rigor to IT service management. Good problem management reports are takeaways that senior management value. Major incidents allow problem managers to build the relationships to get airtime with senior stakeholders. Problem managers have the opportunity to use that airtime to set the improvement agenda for IT, and then reap the personal and professional rewards
Jason is a service management expert within the Management Consultancy division of Atkins, the FTSE250 engineering services organization. He was previously a Service Delivery Manager, managing teams including, Service Desk, Change Management and Problem Management, and has introduced Problem Management into a number of environments. Jason has worked with the Service Desk Institute and the itSMF.
David Frank from Kepner-Tregoe talks about Proactive Problem Management, Termites, and Solving the World's Problems in Eight MinutesRead more >
ITIL, also known as the Information Technology Infrastructure Library, is the global standard for IT best practices. In this short webcast, ITIL Author and Examiner Anthony Orr discusses best practices and common mistakes relating to implementing IT Problem Management processes within the enterprise. He also covers integrating your problem management processes with technology. Learn best practices from ITIL v3 Master Anthony Orr.Read more >
In ITIL, Reactive Problem Management is instinctively easier to understand and perform. Proactive Problem Management is murkier. David Banghart presents a concrete example of a successful Proactive Problem Management initiative focusing on server and network devices monitoring alerts. Using collaboration, facilitation, persistence, and data this initiative resulted in a significant decrease in alerts, server / device P1/P2 incidents, and support email / ticket noise.Read more >
Christoph Goldenstern, VP of Strategy & Service Excellence, outlines the Kepner-Tregoe approach, explains the history of company and talks about the consulting and training solutions offered by K-T. Using Kepner-Tregoe methodologies allows IT and Tech Support to embed critical thinking in the business. Christoph discusses why Kepner-Tregoe is a good choice to bring critical thinking skills to your organizationRead more >
Please join the itSMF USA Problem Management Community of Interest for a BrightTalk Session on “LeanIT Continuous Improvement for Problem Management”, scheduled for 2PM EDT on Wednesday, May 25, 2016.
Problem management is one of the simplest and clearest of the ITIL processes, but very few IT organizations have the process working as ITIL describes it. In his presentation, Niels Loader will look at a number of issues associated with the process, such as performance measurement, the business case for Problem Management, the challenges of getting Problem Management working, the role of the Problem Manager and applying LeanIT principles to Continuous Improvement for your Problem Management Process.
One of the key sources of improvements for ITIL processes like Problem Management comes from applying Lean principles. Niels would like to take you on a journey through insights that he has gained over the past years and, hopefully, help you to make your Problem Management more effective.
Advance7 has undertaken a number of studies into the implementation of Skype for Business and other UC systems in med/large enterprises.
Using the experience gained from these studies, we believe that Skype for Business can bring headaches to the network.
This presentation is aimed at network implementation and support staff and their managers, and we hope it will help you avoid some of the pitfalls, and highlight what it will mean to you.
It outlines how the voice and video calling features of Skype for Business will impact the network and how the support model may present extra challenges to the network team.
Increasing numbers of corporates are adopting Skype for Business. Although an organisation may already use an enterprise-wide VoIP solution, a smooth deployment of Skype for Business and the planning for good call quality is a challenge.
Incidents are not Problems. Everybody knows that. But did you know there are different types of Root Causes? Confusion on causation causes misunderstanding within IT and worse, between IT and the Business. This leads to Process Creep and often the failure of Problem Management or the inability to even establish it.
Join us to learn about these differences and how to use them to your advantage and the advantage of your customers. It will help you avoid becoming a Process Creep.
KEPNERandFOURIE will explain the problem solving processes specifically designed for the IT environment. They will focus on the application of these processes to real world IT issues in which they have been involved. K&F will explain the importance of finding the technical cause of a problem/incident before trying to determine the Root Cause. They will also highlight the RCA application developed in conjunction with ServiceNow and available in their App Store.Read more >
A successful process improvement strategy will first begin by leveraging the Continual Service Improvement (CSI) model:
•What is the vision?
•Where are we now?
•Where do we want to be?
•How do we get there?
•Did we get there?
•How do we keep the momentum going?
This presentation will provide a real life example of how to apply the CSI model in order to define a problem management improvement strategy. Joseph will discuss his improvement strategy and his approach of implementing process improvements to improve the maturity of problem management process. The goal is to share with other practitioners in the problem community of interest:
•Real life techniques
Ted's presentation will offer guidance on using the ISO/IEC 15504 Assessment Methodology to conduct a maturity assessment of your Problem Management Process as part of your Continual Service Improvement (CSI) initiative. As a flexible assessment solution, which can be adapted to a company of any size, an assessment using the ISO/IEC 15504 methodology provides the first step in a Continual Service Improvement initiative.Read more >
Problem Management is one of the most useful processes within ITIL as it allows an organisation to identify the underlying issues that generate incidents over and over again and removes them. It supports the change from reactive to proactive and makes customers happy by providing information and a process on those annoying issues that keep coming back to haunt them, and when they can expect to see them gone forever. However, with all this to offer many organisations still struggle to get the funding to implement this process as its seen as a duplication of effort with incident management.
Join Peter Hubbard, Pink Elephant, as he shows you how to set up this process on a part time, unfunded, but effective way. The point is not to say that Problem Management does not need a budget, its to show you how to build up support by doing the basics anyway and showing how much better it could be if the organisation DID fund it properly!
One issue that Incident and Problem Management departments face is being able to resolve an incident without knowing what has broken or failed. Is this possible? and if so, why do you still need Problem Management
So join Dave Jones as he clarifies these issues and explores further questions:
- Should we focus on identifying root causes as part of the Incident Management process?
- Can we use the proactive prevention aspect of Problem Management to stop the same thing from happening again? The end result being a memorable customer experience of service excellence.
In the era of the customer it's more important than ever to empower your ITSM team with the best tools to resolve customer problems quickly and efficiently. But does that mean giving up on the personal touch? Are automated, self-help tools the future of the ITSM function? And how can you keep lowering costs and still maintain an excellent level of customer engagement? This session with Csaba Jaromi at LogMeIn will attempt to answer these questions by focussing on three areas of improvement for ITSM Problem Management.Read more >