James Finister, Principal Consultant, Tata Consultancy Services
Problem Management has been a key feature of ITSM best practice since the early days of ITIL. Why then do so many organisations feel that Problem Management isn't delivering the promised benefit? Why is it that some problems never really seem to go away? Is it that we don't really understand the Problem management process after all?
In this session James will suggest that we both fail to understand the purpose of the Problem Management process and don't understand how Problem Management needs to interface with other processes and capabilities. Once we recognise this we can start to close the loops so that you don't keep jumping through the same hoops.