Incident & Problem - Beyond the Simple Stuff... Maximize Benefits

Presented by

Howard Kendall, Founder, SDI; Debbie Wright, Service Desk Manager, Sodexo; Marie Beard, Kent County Council

About this talk

Incident & Problem Management combined with an effective Service Desk, gives you control and management focus on the key issues and problems that affect your customers. However, getting beyond the basics can be difficult. This session, with practical examples from leading organizations, will discuss how we can use the two processes to not just handle everyday incidents, but handle the elimination of root causes, manage major incidents and establish an ongoing process that handles the ‘big stuff’ as smoothly as the day-to-day and allows minimal interruption to the service to your customers.

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