The Problem with Problems

Why they persist for months or years.

Events

happen all the time, in their thousands per minute.
 

Incidents

are unwanted events or missing desired events.
 

Problems

are persistent incidents that you have difficulty fixing.

Synopsis

• Introduction to the event-incident-problem hierarchy.
• Why 'bad events' do not reach the Incident Management phase.
• Introduction to the Cynefin model: five types of problem.
• Fact-based People Management.
• Reasons why persistent problems do not get resolved.
• The four roles needed in a problem-solving team.
• Comparing the early history of the influenza vaccine to a Service Desk performance improvement.

 

Key Take-Aways

• Avoid the "Keep It Simple, Stupid" (KISS) fallacy
• Recognise the "Adverse Events" gap
• When is a problem not a problem? When it's …

Venue

Fareham Innovation Centre.
 

Date & Time

TBA
 

Next Steps

• Half-day workshop
• One-on-one mentoring
• Consultancy

Recent

 

12 May 2022: Service Desk & IT Support Show 2022 (SITS-22), ExCeL, London.

 

An audience of about 100, mainly Service Desk managers.

Why hire a Service Management Analyst to carry out incident and problem reviews?

• Being neutral in an incident review is a tacit skill
• Fixes for the underlying problem are not always obvious to those closely involved.
• An outsider can ask penetrating questions that may not otherwise get asked.

For more information on how we can help you with improving incident & problem management, including carrying out an ad hoc review, please write to robert@esm.solutions.