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.

Two-Day Workshop

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 …

Venues

Bordon BASE, 60 Barbados Road, Bordon, Hampshire, GU35 0FX.
Fareham Innovation Centre, Meteor Way, Fareham, Hampshire, PO13 9FU.
This is not a 'hybrid' event: there will be no remote attendance.
 

Date

Spring 2023.
 

Booking and Waiting List

If you're interested in being advised when the details are confirmed, or to be informed of future dates, please write to enquiries@esm.solutions.
 

Next Steps

• One-on-one mentoring
• In-House Training or Workshop
• Workshop: Cynefin model
• Consultancy: Reviewing a persistent problem that you have difficulty finding a resolution for.

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.
 

Recent

 

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

 

An audience of about 100, mainly Service Desk managers.