Karen Falconer, Principal Service Management & Organizational Change Consultant & itSMF UK
About this talk
Establishing the right climate for Problem Management to thrive takes strong leadership and commitment from the top of the organization. Karen will take us through a brief introduction to Problem Management and what it takes to establish it as a function, the types of people who will make it successful, some of the pitfalls to be avoided, and how important it is to create the right cultural climate for it to succeed. As always Karen's presentation will be based on experience with a pragmatic approach and focusing in on the "people & cultural" elements rather than just the process and tools.
About your presenter:
Karen is an experienced IT Manager with a varied career both in the end user and vendor communities. Able to combine ITIL best practice and e2e Development Lifecycle experience, with the effective communication and motivational skills needed to build virtual teams across an organisation. Karen has established Problem Management for a diverse number of organisations over the years and believes that if established correctly, Problem Management is one of the most powerful ITIL processes for driving continuous improvements. Karen is passionate about people and maximising the value of implementing ITIL and team working. Karen is well known in the itSMF circuit as someone with real practical experience, a presenter, judge and committed member of the management board and committees.
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