Making Problem Management Work for You

Presented by

Jason Kirk, Service Management Expert, Atkins

About this talk

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.

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