Problem Management and the Service Desk

Presented by

Barclay Rae

About this talk

ts often easy to confuse incidents and problems and the associated processes and teams involved. Its not unusual to discover service originations where these concepts are blurred. Most organisations are also reasonably mature at delivering Incident management, but surprisingly immature at problem management – so shy is this? What are the clear features and benefits of these core practices and how can we make them both work well? Also, what is the best way for a service desk to contribute to successful problem Management? This session, by Barclay Rae, provides clarity and practical help.
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Barclay Rae has delivered practical consultancy services since 1994. He is a co-author/architect of 3 recent ITIL publications: ‘ITIL Practitioner’, ‘ITIl4 Foundation’, plus he was lead editor on the ITIL4 ‘Create Deliver and Support’ publication. He is also a co-author of the Service Desk Institute (SDI) standards. Barclay delivers workshops, consultancy, audits, reviews and training services to organisations to help them quickly achieve real success and value from IT. All the content on this channel provides practical, simple and effective advice and guidance on achieving business value from IT services.